Vulnerability Support & Policies

Customer vulnerability is a significant consideration in the financial services sector. The Financial Conduct Authority (FCA) defines a vulnerable customer as someone who is significantly more likely to experience harm due to circumstances beyond their control.

These circumstances often arise due to factors such as physical or mental impairments, or a lack of financial literacy or experience. Our responsibility is to ensure these customers receive appropriate treatment.

Our Approach

We strive to design our products and services to account for the needs and circumstances of all our customers. This includes providing tailored guidance and advice, enabling those vulnerable to understand the risks and benefits of different financial products.

Types of Vulnerability

Health

Health conditions or illnesses affecting the ability to carry out day-to-day tasks

Resilience

Low ability to withstand emotional or financial shock

Life Events

Major life events such as bereavement, job loss or relationship breakdown

Capability

Low knowledge of financial matters or low confidence in managing money. This may also extend to low capability in areas such as literacy or digital skills

Requesting Support

If you identify with any of the characteristics outlined above and need additional support, contact us and let us know. By doing so, you confirm that this information will be stored on our systems and may be sent to the lender to support your needs. The information will be retained only as long as necessary. Contact us

Additional Resources

If you need further assistance, please refer to the following resources:

0800 138 1111

Provides free and confidential debt advice to individuals facing financial difficulties.

0808 223 1133

Network of charities offering free, impartial advice on a wide range of issues, including debt, benefits, housing, and employment.

ND: 0808 808 400 BD: 0800 197 6026

Offers free, confidential debt advice through National Debtline and Business Debtline services.

(020) 7367 4500

Provides financial support, emergency relief, and counseling services to individuals and families in need.

0800 678 1602

Charity supporting older adults with financial advice, pensions, benefits, and managing finances in later life.

0300 123 3393

Mental health charity offering guidance on managing finances during challenging times and resources for mental well-being.

0808 800 4444

Assists individuals and families struggling with housing issues, offering advice on housing rights and managing housing-related finances.

0808 802 2000

National charity helping people in financial hardship gain access to welfare benefits, grants, and financial support.

01722 580 180

Network of food banks providing emergency food aid and potential resources or partnerships to address broader financial needs.

Contact Us

If you have any further queries or need more information, please contact us.