The Digital DRA and Vulnerability Registration Service Enhance Their Partnership to Support Vulnerable Customers

The Vulnerability Registration Service (VRS), a not-for-profit organisation, operates the UK’s centralised vulnerability register. It allows individuals to voluntarily register their vulnerability status, to foster the safeguarding of their financial and mental wellbeing through a single pathway. The VRS enables people to express vulnerabilities and challenges to service providers, like The Digital DRA, so they can tailor their services accordingly.

Since 2022, The Digital DRA has proudly partnered with the VRS. This collaboration has enabled The Digital DRA to proactively identify thousands of customers facing vulnerable circumstances. By leveraging these insights, they can customise their Debt Resolution strategies and provide personalised support based on the specific vulnerabilities flagged, whether related to health issues, financial difficulties, or other personal challenges. This ensures their approach and customer portal are appropriately tailored to each individual’s needs.

Both organisations have joined forces to strengthen their partnership, aiming to support individuals in challenging situations. Now, any customer identified by The Digital DRA as vulnerable, (whether through online interactions, digital conversations, or phone calls) can opt to self-register. This allows them to share their circumstances with multiple creditors, reducing the need to repeatedly explain their situation helping to reduce the stress of repeated disclosures.

The partnership aligns with both organisations' goals of ensuring fair treatment and sensitive handling of vulnerable customers, in line with the Financial Conduct Authority’s guidance on treating vulnerable customers fairly.

“This is a great partnership,” said Daniel Calcott , Founder of The Digital DRA, “By enhancing this partnership it allows The Digital DRA to provide even greater support to the customers who need it most, going beyond resolving the account we hold. From the beginning, our mission has been to help people, and that’s exactly what we’re doing”.

Helen Lord of VRS, added: “The Digital DRA always want to do the right thing for their customers, and this partnership helps them do just that. It is encouraging to work with such an ethical and forward-thinking organisation.? We created VRS to give vulnerable people a voice and to reach as many of their service providers as possible. Organisations should use data to identify and help their vulnerable customers, and it’s great to see this increasingly happening across all sectors”.

Together, The Digital DRA and VRS are setting a new standard for responsible and empathetic Debt Resolution, ensuring that vulnerability is recognised and addressed with care.

For more information about The Digital DRA, visit: www.digitaldra.co.uk

For more information about VRS, visit: vulnerabilityregistrationservice.co.uk

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