Our commitment to you
We are committed to treating all of our customers fairly and ensuring that the appropriate assistance is provided to those who are considered vulnerable.
Recognising if you are vulnerable
There are many reasons why a person may be vulnerable, for example:
Health: health conditions or illnesses that affect the ability to carry out day-to-day tasks
Capability: low knowledge of financial matters, low confidence in managing money or low capability in other areas such as literacy or digital skills
Resilience: low ability to withstand emotional or financial shocks
Life events: major life events such as bereavement, job loss or relationship breakdown
Supporting vulnerable customers
Our people are trained to identify vulnerable customers, so we can take extra steps to provide support outside of our standard procedures. However, it is not always possible to recognise these characteristics. If you require extra support, please get in touch using the telephone or email details below and with the following information:
Agreement number (this can be found on any letter sent by us)
Suggested resources to support you
We recognise that in times of financial difficulty you may require additional help and support.
We recommend you visit these not-for-profit organisations for free, confidential and impartial debt advice, or for details on where to get such advice in your area.