Vulnerability Support

We know that life is not always straightforward. Many people experience moments of stress, uncertainty or change that make managing finances more difficult.

If someone is facing challenges, temporary or long-term, we work with extra care, empathy and flexibility to make sure they receive appropriate support.

What Do We Mean By Vulnerability?

A customer may be vulnerable if their circumstances mean they are more likely to experience harm or difficulty engaging with financial matters.

Examples may include:

Physical or mental health conditions
Bereavement, redundancy or relationship breakdown
Financial hardship or sudden changes in income
Communication or language difficulties
Caring responsibilities
Disability or digital exclusion
Limited financial experience

How We Support Customers

Take things at the customer’s pace
Use simple and clear communication
Offer longer or more spaced-out conversations
Provide alternatives such as email or written communication
Allow an authorised third party to help where appropriate
Pause activity where appropriate while we review the situation
Signpost free independent advice

Recording Sensitive Information

If a customer shares information about vulnerability, we only record what is necessary to provide support. Information is kept secure, access is restricted, and records are reviewed so they are not retained longer than needed.