Vulnerable Customers
We focus on treating vulnerable customers fairly. Our policies and procedures are designed to ensure extra care for those who need it most.
Vulnerable Customers
We recognise some customers may find themselves in vulnerable circumstances at various times. Guided by the Financial Conduct Authority’s (FCA) focus on treating vulnerable customers fairly, we are committed to providing extra care and tailored support to those who need it most. Our approach ensures all customers, regardless of their situation, receive the highest standards of service and consideration.
Our Commitment
We understand vulnerability can affect anyone, and it may be temporary or permanent. Vulnerabilities can arise from a wide range of situations including health issues, financial hardship, life events such as bereavement, or changes in circumstances that could significantly impact your ability to access services or make informed decisions. In response, we have developed a framework that adjusts our services to effectively respond to the needs of vulnerable customers.
How We Provide Support
- Tailored Communication: We adjust our communication methods and processes to suit the individual needs of vulnerable customers. This may involve providing information in different formats, offering additional guidance and customising communications to ensure understanding.
- Specialised Training for Staff: All our customer-facing staff receive specialised training to recognise signs of vulnerability and understand how to adapt their approach accordingly. This training empowers our team to act with respect, empathy and provide effective, immediate assistance whilst maintaining the appropriate level of confidentiality.
- Dedicated Support Resources: We offer dedicated resources to support vulnerable customers. All of our teams have instant access to our Vulnerable Customers Policy and Procedure on our intranet, as well as access to specially trained Customer Champions to help them when handling sensitive issues to ensure you get the support you need.
- Feedback and Continuous Improvement: We regularly gather feedback from our customers and refine our practices based on their experiences and needs. This continuous improvement cycle helps us better understand and serve our vulnerable customers over time.
Our Promise
Every customer’s individuality is paramount to us. We are dedicated to ensuring our vulnerable customers feel valued and supported, with easy access to the services they need in a way that respects their circumstances. We strive not only to meet the FCA’s guidelines but to exceed them, setting a high standard for compassionate and responsive service.
