Our vulnerable
customer policy
We support our vulnerable customers.
Everyone's circumstances are different, and we recognise that some customers may need a bit more care and consideration from us, whether that's for a short period or on an ongoing basis. If something in your life means that dealing with us in the usual way is difficult, we want to make it as easy as possible for you to get the support you need.
Who this is for
Vulnerability can take many forms, and it doesn't have to be permanent. You might need extra support because of a physical or mental health condition, a disability, low literacy or communication difficulties, or a significant life event like bereavement. It might also be connected to financial stress, caring responsibilities, domestic abuse, or a sudden change in your health or living situation.
If any of that sounds like your situation, even partially, or just right now, this policy is for you.
How to let us know
You can tell us you need extra support in whatever way works best for you - by phone, email, post, or through our online contact form. You don't need to use any particular wording or formally declare anything. Just tell us what's going on, what's making things difficult, or what kind of help would make a difference. We'll take it from there.
What we'll do to help
Once we know you may need extra support, we'll do our best to make things work for you. Depending on your circumstances, that might mean:
Taking more time to explain things clearly and make sure you're comfortable with what's been discussed
Using your preferred contact method where we're able to, so communicating with us feels easier
Providing information in an accessible format if standard written communications don't work well for you
Allowing a trusted person to help manage your account - if you'd like a family member, carer, or representative to deal with us on your behalf, we can arrange that
Adjusting how we handle your account where our usual processes don't fit your situation
Pointing you towards specialist support if what you need goes beyond what we can provide directly
Recording your needs
If you share information about your circumstances with us, we'll make a note on your account so that anyone you speak to in our team is already aware and you don't have to keep explaining yourself. We'll only record what's relevant and necessary, and we'll handle it in line with our privacy and data protection obligations.
Our team
We make sure our staff are trained to recognise when a customer might need extra support and to respond in a way that's fair, sensitive, and helpful. If your situation needs more specialist attention, we'll escalate it internally to make sure you get the right level of care.
Getting in touch
This policy is published here on our website and available in alternative formats on request. If you need help communicating with us, whatever the reason, please just reach out using the method that suits you best, and we'll work out the right adjustments together.
Keeping this policy current
We review this policy regularly to make sure it's genuinely working for our customers and keeping pace with regulatory expectations. If you've had an experience with us that you think we could handle better, we'd welcome that feedback.