Our Commitment
Supporting Vulnerable Clients
We recognise that many of our customers may be in vulnerable circumstances, particularly when dealing with financial difficulties. We are committed to ensuring that all customers are treated fairly, with care, and with appropriate support.
What is a vulnerable customer?
A vulnerable customer is someone who, due to their personal circumstances, may be especially susceptible to harm if we do not act with appropriate levels of care. This may include those experiencing financial difficulty, health issues, life events, or reduced ability to understand information.
Let us know how we can help
If you feel you may need additional support, please let us know. We will always do our best to adapt our service to meet your needs.
How we support you
We will:
- Take the time to understand your individual circumstances
- Communicate clearly and in a way that suits your needs
- Give you additional time to consider your options where needed
- Encourage you to involve a trusted third party if appropriate
- Adapt our approach to ensure you can make informed decisions
Our approach
We understand that vulnerability can be temporary or long-term. We will always aim to respond with empathy and flexibility, and ensure that the service we provide is appropriate to your situation.
We will always aim to ensure you have the time, support and information needed to make informed decisions.
If you have a concern
If you wish to raise a concern, please see our Complaints Procedure.