Despite 41.8 million adults using the Internet daily, new findings released by Christians Against Poverty (CAP) show that one in five (22%) clients remain offline. This is twice the national average and puts them at a disadvantage in their day-to-day interactions with financial and essential services.

The figures and real life stories contained in the Offline and shut out briefing give an insight into what it means to be offline and shut out in today’s digital landscape. This is particularly relevant as the DWP release the latest Universal Credit statistics showing claims have now exceeded 1.1 million. This flagship welfare reform is set up to be digital by default, a big obstacle for too many.

In a world of treating customers fairly, we have a responsibility to ensure each customer is able to interact with the services they need. With digital exclusion still prevalent, especially amongst those on low-incomes and with certain health conditions, how we design access into essential and financial services, and the best deals, has a huge impact. Let’s not lose sight of our most vulnerable customers.

The report can be found here.