Vulnerable Customers

Support for Vulnerable Customers

We understand that some customers may be experiencing difficult circumstances. This could include (but is not limited to) mental or physical health conditions, financial hardship, caring responsibilities, bereavement, redundancy, or major life changes.

Some customers may also experience challenges such as learning difficulties, communication difficulties, problems with alcohol or drugs, long-term illness, frailty, or disability.

We are committed to treating all customers fairly and with respect, and we take extra care to support customers who may be vulnerable.

How We Support You

If you tell us that you are finding things difficult, we can:

• Take extra time to explain information clearly
• Repeat or re-explain things if needed
• Slow down conversations or communications
• Offer communication in a way that works best for you (for example, phone, email, or written confirmation)
• Review your repayment plan if your circumstances change
• Avoid unnecessary pressure or distress

If communication is difficult, we will try to use other ways to help where possible, such as written communication or alternative formats.

You do not have to share more information than you are comfortable with. Any information you do share will be handled sensitively and respectfully.

Your Choices and Control

• You are free to ask questions at any time
• You can ask us to pause or stop a conversation if you feel overwhelmed
• You can ask for someone you trust to support you during discussions
• You can change your mind or request a review if your situation changes
  
  

If You Need Extra Help

If we believe you may benefit from additional support, we may suggest free, independent debt advice organisations. This is to make sure you receive the help that is most suitable for your needs. This may include organisations such as Citizens Advice or Money Helper.

Accepting additional support is always your choice.

Our Commitment

We are committed to:

• Acting in your best interests
• Communicating clearly and fairly
• Treating you with dignity and understanding
• Following FCA guidance on supporting vulnerable customers

If at any point you feel unsure, uncomfortable, or need extra help, please let us know. We are here to support you.