Our approach to complaints

There's no such thing as a typical 'vulnerable' person.

But factors like age, physical or mental health, caring responsibilities, and life-changing events such as redundancy, relationship breakdown or bereavement could mean someone is put in a vulnerable position. And as a result, they might need extra care and support from the businesses and services they use.

When we look into complaints involving people in vulnerable situations, we consider how the business involved has responded to their customer's individual needs and circumstances.

And if we find the business has done something wrong, we'll think about the wider, non-financial impact of the error. 

You can find examples of the kinds of complaints we've seen involving vulnerable people in our regular newsletter, Ombudsman News (PDF 3.2MB).