The mental health premium

In this report Citizens Advice have examined the impact of poor mental health on the costs of accessing services and goods, and have exposed the financial detriment that customers with poor mental health incur. In 2016, the Personal Finance Research Centre devised a methodology to measure the poverty premium, and Citizens Advice have adapted the underlying principles of this methodology to produce a similar premium for those experiencing poor mental health.

Citizens Advice research finds that those with mental health problems can struggle to behave as ‘good consumers’ in so many ways; to choose the best products for them, to keep up with payments, and to deal with often complex customer services processes. There is significant work to be done to ensure the support that is promised to vulnerable customers becomes a reality. The publication of these findings signals the first step towards practical action.

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