Handling Vulnerable Customers in Global B2B Debt Recovery

Debt collection isn’t just about recovering money. It’s about addressing real-life situations with sensitivity and responsibility.

As an international debt collection agency, we are committed to catering to all customers, ensuring that our approach remains considerate, particularly towards vulnerable individuals on both sides of navigating debt recovery.

The Financial Conduct Authority (FCA) defines vulnerable customers as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”

To effectively serve such individuals, it’s essential to take into account the various ways vulnerability can manifest. These include mental, physical, emotional, cultural, and age-related factors. In this blog, we’ll explore how GCR addresses each of these areas to ensure we’re providing the care our clients deserve.

The 5 Different Types of Vulnerability

In credit recovery, recognising vulnerability is crucial to ensuring that all customers are treated fairly and with care.

Vulnerable customers often face unique challenges that, if unaddressed, can lead to further financial detriment. The following five types of vulnerability—mental, physical, emotional, cultural, and age-related—are especially important for us to identify and respond to effectively.

By understanding these aspects, Global Credit Recoveries ensures a more compassionate, equitable, and successful recovery process.

1. Mental Vulnerability: Mental health issues can impair judgement and communication, making it harder for individuals to manage their debt both personally or on behalf of their business or employer.  Tailoring our approach to accommodate mental health needs helps reduce stress and confusion, ensuring we offer appropriate and clear support. 
2. Physical Vulnerability: Disabilities or health conditions may limit a person’s ability to engage with standard debt collection procedures. By offering alternative communication methods, we can better serve these customers without adding unnecessary strain. For example, a customer with impaired eyesight may struggle to read small print or emails so may prefer to speak over the phone or customers with difficulties hearing may miss important messages or like to speak over email instead of over the phone. 
3. Emotional Vulnerability: Life events like bereavement or trauma can overwhelm individuals, affecting their ability to focus on financial matters. Understanding their emotional state and offering flexible, compassionate support helps prevent further distress. 
4. Cultural Vulnerability: Cultural and language differences can create barriers in understanding financial processes. By respecting diverse cultural backgrounds and providing multilingual support, we ensure clear, respectful communication, fostering trust and cooperation.
5. Age-Related Vulnerability: Younger individuals may lack financial literacy, while older clients may struggle with technology or cognitive decline. Offering additional guidance and clear, age-appropriate communication ensures that all age groups are supported effectively. 

Why it Matters

Vulnerability can arise from many circumstances, often in complex and interconnected ways.

Our global teams are specifically trained to approach each situation holistically, ensuring that every customer receives the support they need in a way that respects their personal circumstances. This commitment to responsible debt collection is why it matters - to us, to our clients, and to the individuals we serve. 

By recognising mental, physical, emotional, cultural, and age-related vulnerabilities, we go beyond regulatory compliance to deliver best-in-class standards. Our approach ensures that every interaction - whether with clients or their customers is handled with care, empathy, and professionalism. 

Supporting vulnerable individuals isn’t just about ticking regulation box; it’s about delivering fair, responsible, and sustainable outcomes that protect reputation and strengthen long-term relationships for our clients and their debtors. 

Companies owe money, people pay bills. 

Handling customer vulnerability starts with empathy which is something we discuss regularly within our team and network. It’s about taking the time to see the person behind the situation, to understand the pressures they may be facing, and to ensure they feel heard and respected at every stage.

But empathy alone isn’t enough, you have to give your teams the tools and confidence to act on it. That’s why we invest heavily in ongoing training, so our people can recognise the often subtle signs of vulnerability and respond appropriately.

By combining genuine care with skilled, informed action, we can achieve the best possible outcome for everyone involved, not just resolving the debt, but preserving dignity, trust, and long-term relationships.

Author: Charles Mayhew FCICM , CEO, Global Credit Recoveries