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
- 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.
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 advice, such as Citizens Advice Bureau and Money Advice Service if needed.
- 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 encourage customers to contact us if they are experiencing financial hardship.
- If we cannot offer a solution, we will fully explain why.