Understanding Customer Vulnerability and Providing Support

We are acutely aware that life can bring unexpected challenges, and we are committed to adapting our services to meet the needs of all our customers, including those who may be vulnerable. Vulnerability can manifest in various forms, such as health issues, significant life events, limited resilience, or reduced capability.

While we pride ourselves on our ability to listen actively and ask pertinent questions, we understand that identifying vulnerability isn't always straightforward. We encourage you to share your concerns with us so we can modify our approach or present information in a manner that suits you best.

Our Commitment to Vulnerable Customers

When you inform us of your vulnerability, or if we perceive you might be vulnerable, we assure you that this will not hinder our ability to assist you in achieving your goals. Since vulnerability factors are diverse, we tailor our approach to each individual situation. This may involve adapting our communication methods, such as preferring text to voice, asking additional questions, taking extra time to explain details, or involving a family member in discussions. Our primary focus is ensuring that vulnerable customers receive the necessary support to make informed decisions and achieve the desired outcomes.

Organisations Offering Assistance

Mind:
Offering information and support for mental health issues. Contact at 0300 123 3393 or visit www.mind.org.uk.

Citizens Advice:
Provides confidential advice on legal, debt, consumer, and housing issues. Call 0800 144 8848 or visit www.citizensadvice.org.uk.

Age UK: Support for older people, including cost of living advice and pension guidance. Contact at 0800 055 6112 or visit www.ageuk.org.uk.

Samaritans:
For those struggling to cope, feeling suicidal, or affected by suicide. Call 116 123 or visit www.samaritans.org.

Macmillan Cancer Support:
Comprehensive support for cancer-affected individuals. Call 0808 808 0000 or visit www.macmillan.org.uk.

Money Helper:
Guides, tools, and calculators for financial planning. Call 0800 138 7777.

StepChange:
Advice on personal budgeting and debt management. Call 0800 138 1111 or visit www.stepchange.org.

Alzheimer’s Society:
Support for dementia-affected individuals and carers. Call 0333 150 3456 or visit www.alzheimers.org.uk.

Help for Households:
Government site for disability support and energy-saving tips. Visit https://helpforhouseholds.campaign.gov.uk.

Money Advice Trust:
Assistance with debt management and financial advice. Visit www.moneyadvicetrust.org.

Marie Curie:
Support for people with terminal illnesses and their families. Call 0800 090 2309 or visit www.mariecurie.org.uk.

Scope:
Disability equality charity offering support and campaigning for equality. Call 0808 800 3333 or visit www.scope.org.uk.

Relay UK: A service for those with hearing and speech difficulties to communicate over the phone. Visit www.relayuk.bt.com.

Our Pledge to Customers

We are steadfast in our commitment to prioritising our customers' interests, treating everyone with respect, integrity, and dignity. We understand the importance of being a responsible business and are dedicated to ensuring that our approach is tailored to the unique circumstances of each customer, especially those who might be vulnerable.

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