It’s important to let us know about any new and existing customers in vulnerable circumstances.
We recognise any customer can become vulnerable at any time due to changes in their personal circumstances, whether temporary or permanent. We’re here to help and support both you and your customer.
Key drivers of vulnerability
As a business, we follow the FCA’s guidance, which highlights four key drivers of vulnerability. However, we understand that customer needs are diverse and unpredictable, and we will work with you to provide the best possible support.
- Health – health conditions or illnesses that affect ability to carry out day-to-day tasks.
- Life events – life events such as bereavement, job loss or relationship breakdown.
- Resilience – low ability to withstand financial or emotional shocks.
- Capability – low knowledge of financial matters or low confidence in managing money (financial capability). Low capability in other relevant areas such as literacy, or digital skills.
How we can help
Our dedicated and experienced customer care and sales teams have the knowledge and expertise to support both new and existing customers.
If you have concerns or need to inform us of something during the application process, our Business Development team is always on hand to take your call.
We treat any disclosure of vulnerability as a call to action, ensuring the focus remains on support for both you and your customer.
Our support is tailored on a case-by-case basis to meet each customer’s unique circumstances. In most circumstances we will contact the customer directly to gain explicit consent and where appropriate seek further information.
- Sending a follow-up email or letter after a call to confirm information.
- Allowing additional time for customers to provide information.
- Signposting to third party support services.
- Dealing with nominated third party authorities or a registered Power of Attorney.
- Contacting customers through their preferred channel (phone/email).
- Contacting customers at specific times of day.
Contact us
For additional support you can contact us on the below details.
You can also provide specific details regarding additional support for your customer on the ‘Additional Notes’ section of the Decision in Principle Form
More help
The below organisations offer support and advice for different vulnerabilities and can help customers navigate through difficult situations.
National Debtline
National Debtline is a debt advice charity run by the Money Advice Trust, that offer free and confidential debt advice for people in England, Wales and Scotland.
Stepchange
With nearly 30 years of experience Stepchanges’s debt experts help hundreds of thousands of people to deal with their debt problems every year.
Citizens Advice
Citizens Advice is a national charity offering confidential advice online, over the phone, and in person, for free.
Moneyhelper
Moneyhelper helps you gain more confidence in managing your money with free and impartial advice that is backed by government.
Macmillan Cancer Support
Offers dedicated support to people living with cancer, including expert cancer advice, emotional and financial support.
The Samaritans
The Samaritans are dedicated to reducing feelings of isolation and disconnection that can lead to suicide.
Carers
Carers provides expert advice and tailored support to individuals who have caring responsibilities.
Mind
Mind provide advice and support to empower anyone experience mental health problems.
Marie Curie
Marie Curie offers free palliative and end of life care, information and support to those with cancer and their families.
Alzheimer’s Society
Provides support, research funding and advocacy for people and families affected by dementia.
RNIB
The Royal National Institute of Blind People, offers practical and emotional support to blind and partially sighted people, their families and carers.
RNID
The Royal National Institute for Deaf People supports people who are deaf, have hearing loss, or suffer from tinnitus. Offering a wide range of services, including information and support.