Vulnerable Customers Policy

We understand the financial needs and demands of our valued target market. We ensure to the best of our ability, that our staff have the right skills and capability to recognise and respond to the needs of customers in any vulnerable circumstances. To further enable our ability to meet vulnerable customer’s requirements, it would be helpful for vulnerable customers as well as our staff, if you email: [email protected] if you identify with one or more of the ‘vulnerable’ customer characteristics as outlined below:

This list is non exhaustive - If for any other reason you do identify yourself as ‘vulnerable’ please contact us via email or phone. 

• Customers who are grieving the recent loss of a loved one
• Customers with language barriers, hearing difficulties, mental health issues, learning difficulties or the elderly
• Customers with recurring vision problems, depression, fatigue, or difficulty understanding bills or letters 

For more information – please email or phone us for a copy of our Vulnerable Customer’s Policy.

By early communication - this will enable us to appropriately respond to your customer needs throughout the product lifecycle, with flexible customer service provision and communications. We endeavour to suit all of our communication to best suit your needs and requirements.

We are committed to all our customers, as well as those outside of our typical demographic. we are also committed to making improvements and changes to suit the demands and needs of vulnerable customers.