Vulnerable Customer Policy



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We recognise that certain groups of customers may be vulnerable.
Whilst not all customers in these groups may be vulnerable, we will consider customer’s individual circumstances where a potential vulnerability is identified. These groups may include, but are not restricted to:

  • Long term sickness, serious illness or frailty
  • Elderly
  • Physical disability
  • People with learning difficulties or mental health problems
  • Recent bereavement
  • Severe financial difficulties
  • Customers with communication difficulties
  • Customers with a history of alcohol or drug misuse

Where we are aware that a person may be vulnerable we will adapt our services accordingly to minimise any distress.

Our Principles

When dealing with vulnerable customers we will adopt key principles that our advisers will adhere to:

  • We will maintain an up to date record of our customer identified as being vulnerable.
  • When appropriate we will direct our customers to other sources of debt advice, such as Citizens Advice Bureau and Money Advice Service.
  • We will monitor our complaints procedure to identify any trends.
  • Should there be a communication issue we will use other mediums such as email, text and Braille.
  • We will maintain a specific complaint procedure for customers unhappy with the conduct of our advisers.
  • We will monitor our advisers regularly and review their practices.
  • We will publicise free debt advice contact details within our literature.
  • We will encourage customers to contact us if they are experiencing financial hardship.
  • If we cannot offer a debt solution, we will fully explain why.