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Abstract : A wide range of experiences Many of those taking part in this research found dealing with their finances (on top of their other priorities) very stressful. Some, though by no means all, were in very difficult financial situations as a result of their vulnerability, and most felt that their ability to handle their financial affairs had diminished to some degree. Whatever an individuals level of financial resource, the research revealed evidence of cases where unnecessary and additional stress is caused by interactions with financial service providers. For the most part, these problems ultimately relate to what could be viewed as relatively minor issues, perhaps pertaining to mistakes or poor / inappropriate customer service although in some cases they can be far more extreme and potentially traumatising. It is worth emphasising that, whether big or small, having to deal with additional and often preventable problems almost always has knock on consequences and for people experiencing vulnerability, the overall impact of problems is often exacerbated. In addition, the research found that problems with finance regularly impact upon peoples ability to manage effectively in other areas of their lives. Its important to note that we also revealed a number of examples of people who had positive experiences with firms. For the most part, positive equated with a lack of negative experiences most often due a lack of situations where vulnerability was relevant to interactions with financial services firms. A smaller number cited examples of impressively good practice from staff members who had dealt with their vulnerability well, more often than not highlighting the role of staff members who had gone out of their way to help (albeit often after having experienced problems with other staff members). This was not the case for the vast majority, however, many of whom felt they had suffered to some degree as a result of poorly designed services. Individuals frequently felt that their needs hadnt been appropriately met, leaving them to identify strategies or work-arounds to solve problems on their own. Additionally, it was common to hear of individuals who were investing large amounts of time in trying to seek out more helpful members of staff, sometimes travelling long distances to visit a particular branch where a good cashier worked or phoning up the call centre multiple times to try and speak to someone with a bit more empathy or understanding. Perhaps most worryingly, some of our respondents, like Sarah, had given up altogether and were retreating, or had already almost fully retreated, from the world of formal financial service provision, avoiding any non-essential financial services. Sarahs dyslexia means that she struggles with the paperwork sent through by her bank. They all look the same and shes not sure which ones she should open so she doesnt open any of them. She even admits that she rarely opens her monthly statements, instead working on intuition to determine how much money she has. Its too confusing. When she went over her overdraft limit for 15 days in a row, she lost the letter in amongst the many others sent from the bank. She gets so many of them, she doesnt know where to begin and rarely reads them. Sarah just wishes theyd made it clearer that they were writing to her about something more important than all the other mumbo jumbo if they did, then she would do something about it sooner. For a number of those taking part in this research, these negative experiences meant that they were keeping large amounts of cash at home to avoid the need for any unnecessarily stressful contact with banks