Supporting Vulnerable Customers

Health and Wellbeing Factors

• Physical disabilities or mobility issues
• Mental health conditions including anxiety, depression, or cognitive difficulties
• Serious illness affecting you or a close family member
• Age-related concerns that affect understanding or decision-making
• Addiction issues including gambling, alcohol, or substance dependencies
• Learning difficulties or cognitive impairments

Life Circumstances

• Recent bereavement or relationship breakdown
• Job loss or significant reduction in income
• Caring responsibilities for family members
• Social isolation or lack of support network
• Financial abuse or control by others
• Recent major life changes causing stress or confusion

Communication Barriers

• Language difficulties where English isn’t your first language
• Literacy or numeracy challenges
• Hearing or visual impairments
• Lack of digital skills or internet access
• Communication disorders

Financial Factors

• Low financial capability or confidence with money matters
• Limited experience with financial products
• Debt problems or history of financial difficulties
• Reliance on others for financial decisions

Tell Us About Your Circumstances

• Share any factors that might affect your understanding or decision-making
• Let us know if you need additional support or adjustments
• Inform us if your circumstances change
• Don’t worry about being judged – we’re here to help

Bring Support

• Feel free to bring someone you trust to meetings
• Ask family or friends to help review information
• Request that we include others in communications
• Use advocacy services if available

Take Your Time

• Don’t feel pressured to make quick decisions
• Ask for additional meetings if you need them
• Request written summaries to review at home
• Seek independent advice if unsure

If You’re Caring for Someone

Caring responsibilities can affect your financial planning and decision-making:

• We understand appointments may need to be flexible
• We can arrange for shorter, more frequent meetings
• We’ll consider the impact of caring costs on affordability
• We can provide information about carer benefits and support

If You’re Recently Bereaved

Losing someone close to you affects judgment and decision-making:

• We recommend avoiding major financial decisions immediately after bereavement
• We can help you understand any inherited financial responsibilities
• We’ll work with solicitors and estate administrators as needed
• We can signpost bereavement support services

If You Have Communication Needs

Everyone deserves to understand their financial options:

• Documents can be provided in large print or alternative formats
• We can arrange for BSL interpreters or language translation
• Information can be provided in audio format
• We’ll speak slowly and clearly, checking understanding regularly

If You’re Experiencing Financial Difficulties

Money worries can cloud judgment and increase vulnerability:

• We’ll always consider whether borrowing more is appropriate
• We’ll discuss alternatives like debt advice charities
• We understand the stress that financial problems cause
• We can help you access benefits and grants you might be entitled to

If You’re Not Happy

If you feel we haven’t provided appropriate support:

• Speak to your adviser first – many issues can be resolved quickly
• Ask to speak to our complaints manager
• We’ll investigate thoroughly and respond within required timeframes
• You can refer unresolved complaints to the Financial Ombudsman Service

Safeguarding Concerns

If you or someone you know is at risk:

• We have procedures to escalate serious concerns
• We can contact adult safeguarding services when appropriate
• We work with other professionals to protect vulnerable customers
• Your safety and wellbeing are our priority