--- title: "Make vulnerability visible: A new standard for compliance and customer care" description: DataEQ's vulnerability labels, allows us to extend our Risk & Compliance solution to help firms surface, segment, and respond to vulnerability risk image: https://dataeq.com/hubfs/make-vulnerability-visibile-news-dataeq.png --- [Skip to content](https://dataeq.com/resources/news/vulnerability-a-new-standard-for-compliance-and-customer-care#main-content) [![DataEQ Logo](https://dataeq.com/hs-fs/hubfs/DataEQ_Logo_FOR%20USE%20ON%20DARK%20BACKGROUND.png?width=120&height=43&name=DataEQ_Logo_FOR%20USE%20ON%20DARK%20BACKGROUND.png)](https://dataeq.com/) - [About](https://dataeq.com/about-us) - Solutions Show submenu for Solutions - [Marketing](https://dataeq.com/solutions/marketing) - [Risk & Compliance](https://dataeq.com/solutions/compliance-and-risk) - [Customer Experience](https://dataeq.com/solutions/customer-experience) - [Customer Service](https://dataeq.com/solutions/customer-service) - Resources Show submenu for Resources - [Reports](https://dataeq.com/resources/reports) - [Quarterly Insights](https://dataeq.com/quarterly-insights-reports) - [Case Studies](https://dataeq.com/resources/case-studies) - [News](https://dataeq.com/resources/news) - [Knowledge Base](https://dataeq.com/knowledge-base) - [Consulting](https://dataeq.com/consulting) - [Careers](https://dataeq.com/careers) Open main navigation Close main navigation - [About](https://dataeq.com/about-us) - Solutions Show submenu for Solutions - [Marketing](https://dataeq.com/solutions/marketing) - [Risk & Compliance](https://dataeq.com/solutions/compliance-and-risk) - [Customer Experience](https://dataeq.com/solutions/customer-experience) - [Customer Service](https://dataeq.com/solutions/customer-service) - Resources Show submenu for Resources - [Reports](https://dataeq.com/resources/reports) - [Quarterly Insights](https://dataeq.com/quarterly-insights-reports) - [Case Studies](https://dataeq.com/resources/case-studies) - [News](https://dataeq.com/resources/news) - [Knowledge Base](https://dataeq.com/knowledge-base) - [Consulting](https://dataeq.com/consulting) - [Careers](https://dataeq.com/careers) Request a demo [All posts](https://dataeq.com/resources/news/all) 9 April, 2025 # Make vulnerability visible: A new standard for compliance and customer care As regulatory expectations rise, financial services firms face a growing challenge: moving beyond complaint resolution to proactively identifying and mitigating customer harm. The FCA now expects firms to demonstrate their ability to spot signs of vulnerability before issues escalate. With the latest release of our **vulnerability labels**, we’re extending our **Risk & Compliance solution** to help firms surface, segment, and respond to vulnerability risk with greater clarity and speed. ### **Why visibility matters** The FCA's recently published "Delivering good outcomes for customers in vulnerable circumstances – good practice and areas for improvement"  revealed that many firms continue to rely on narrow, surface-level data to monitor vulnerable customers. While 79% of firms track complaints and 78% use staff feedback, only 49% draw on direct customer feedback from vulnerable individuals, and just 36% use behavioural insights. This lack of breadth and granularity makes it difficult to identify harm early or track outcomes effectively. That matters, because vulnerability signals often appear in unstructured feedback that traditional systems can't process: - Complaints referencing financial distress - Call centre transcripts highlighting health or life events - Social media and review feedback disclosing exclusion or unmet needs Without the means to structure this data, vulnerability can remain hidden and unaddressed. ### **Our vulnerability label set** Built to help firms meet regulatory and ethical standards, our new label set identifies vulnerability across four dimensions: - **Economic** – e.g., financial instability or over-indebtedness - **Physical** – e.g., disability, mobility limitations or hazardous/unsafe living conditions - **Psychological** – e.g., mental health or cognitive challenges - **Social** – e.g., discrimination or marginalisation ### **How it works** Our vulnerability labels are applied to unstructured customer feedback—such as complaints, surveys, Trustpilot reviews, and social media—using the EQ Engine, which combines machine learning, generative AI, and large-scale human labelling to apply context-specific tags with precision.    Once structured, this intelligence flows directly into Analyse—our insight platform—where it becomes immediately actionable. In Analyse, teams can: - Track vulnerability volumes and trends - View sentiment and themes - Detect root causes and early warning signs - Benchmark outcomes across products, channels and stages of the customer journey #### In app visualisation of your vulnerability data ![](https://lh7-qw.googleusercontent.com/docsz/AD_4nXfq8ciLcY6ZSSYpR3M4RqrhdsdgB_7r2s15WVMXK02NuN9SxpGGB9JYl2Vp1oIexIhjar31dZrx4aPr4aGvV8j8vXdc_CUnWMknKbKG4flwjWyYoQXxUUQ3RGr4rQscwmEA229yxg?key=fs0qU_NMLjWXmoTiPzMf57xX) ![](https://lh7-qw.googleusercontent.com/docsz/AD_4nXcMWOk2CibpJQmWDl1Hmt_InikpiT-ef3CnU-bXTOE1J3CFtzonfQjzhsRT2JkvQTqiYKip-ca4L_1RQbwftxtEPqmVinb5wWBjNAU0uZjquMtZcqz2G8GvdYOuBUTyM3qeXZP-bw?key=fs0qU_NMLjWXmoTiPzMf57xX) ### **Supporting proactive compliance** Firms need to do more than monitor— they need to act. Our solution enables compliance teams to move from detection to intervention by surfacing the signals that matter most. With vulnerability insights integrated into your core risk workflows, it's now possible to track exposure, prioritise response, and demonstrate accountability—without adding complexity. ### **Want to see how vulnerability tracking works in practice?** - [Explore the Risk & Compliance solution](https://dataeq.com/solutions/compliance-and-risk) - [Talk to our team](https://dataeq.com/contact-us/) Label your data with confidence and safety ![ISO IEC 270012022 Logo-1](https://dataeq.com/hubfs/ISO%20IEC%20270012022%20Logo-1.png) ![gdpr-logo](https://dataeq.com/hubfs/gdpr-logo.svg) ![popia-logo](https://dataeq.com/hubfs/popia-logo.svg) ![pdpl-logo](https://dataeq.com/hubfs/pdpl-logo.svg) ***About us*** [Our company](https://dataeq.com/about-us) [Contact us](https://dataeq.com/contact-us) ***More info*** [Careers](https://dataeq.com/careers) [News](https://dataeq.com/resources/news) ***Privacy*** [Privacy policy](https://dataeq.com/privacy) [Privacy policy UK](https://dataeq.com/privacy-uk) [Terms & conditions](https://dataeq.com/terms-and-conditions) ***Let's connect*** [contact@dataeq.com](mailto:contact@dataeq.com) ***Login*** [Analyse](https://analyse.dataeq.com/api/login) [Engage](https://engage.dataeq.com/) [![DataEQ\_Logo\_FOR USE ON LIGHT BACKGROUND.png (1)-1](https://dataeq.com/hs-fs/hubfs/DataEQ_Logo_FOR%20USE%20ON%20LIGHT%20BACKGROUND.png%20(1)-1.png?width=100&height=35&name=DataEQ_Logo_FOR%20USE%20ON%20LIGHT%20BACKGROUND.png%20(1)-1.png "DataEQ_Logo_FOR USE ON LIGHT BACKGROUND.png (1)-1")](https://dataeq.com/) Copyright © 2026, DataEQ ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Admin", "url" : "https://dataeq.com/resources/news/author/admin" }, "dateModified" : "2025-06-11T09:12:59.685Z", "datePublished" : "2025-04-09T13:26:32.000Z", "headline" : "Make vulnerability visible: A new standard for compliance and customer care", "image" : [ "https://dataeq.com/hubfs/make-vulnerability-visibile-news-dataeq.png" ], "mainEntityOfPage" : { "@id" : "https://dataeq.com/resources/news/vulnerability-a-new-standard-for-compliance-and-customer-care", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://dataeq.com/hubfs/DataEQ_Logo_FOR%20USE%20ON%20DARK%20BACKGROUND.png" }, "name" : "DataEQ Consulting" } } ``` ```json { "@context" : "http://schema.org", "@type" : "Article", "author" : { "@type" : "Person", "name" : [ "Admin" ] }, "datePublished" : "2025-04-09T13:26:32+0000", "description" : "DataEQ's vulnerability labels, allows us to extend our Risk & Compliance solution to help firms surface, segment, and respond to vulnerability risk", "headline" : "Make vulnerability visible: A new standard for compliance and customer care", "image" : "https://dataeq.com/hubfs/make-vulnerability-visibile-news-dataeq.png", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://dataeq.com/hubfs/DataEQ_Logo_FOR%20USE%20ON%20DARK%20BACKGROUND.png" }, "name" : "DataEQ" }, "url" : "https://dataeq.com/resources/news/vulnerability-a-new-standard-for-compliance-and-customer-care" } ```