Whilst I love the idea of a vulnerable customer dept, I’m not sure that stating so overtly that you assist with recovery is setting your stall out for a good relationship.
I’m a Borderline of 30+ years standing and, yes, there are periods of impulsive transactions in my life but I’m pretty high functioning and like to think I have it (fairly) under control.
Now, by specifying heavily the word ‘recovery’ you are instantly making me feel like I’m at a disadvantage and somehow not to be trusted. Now why on earth would I tell my bank of my condition when it actually could impact my day-to-day banking needs and when you are automatically putting me in a position of mistrust?
The attention you are giving is appreciated but I fear the execution means that that people who are ‘vulnerable’ but not in trouble will not reach out until it is too late. Surely that defeats the object…