Supporting customers who are in vulnerable situations

We’re committed to supporting all customers, including those who are in vulnerable situations. We will always treat customers in vulnerable situations fairly and support them based on their individual circumstances and support needs.

We recognise that customers may be in vulnerable situations for many different reasons and that these situations may require that we provide support to them in a different way. This could, for example, be because of physical or mental wellbeing or because of a life event that they have experienced.

We are committed to tailoring our support to our customers based on their individual needs. Our team are here to support you when you need us.

If you are experiencing circumstances that mean you may be in a vulnerable situation, we would encourage you to let us know. If you share this information with us, we’ll take the time to understand your needs and work with you to support those needs.

With your permission, we can add an indicator to your account, which means whenever we speak with you, we are aware of, and take account of, your support needs.

Please let us know if your personal circumstances mean that you need additional support from us.  We will always deal with any information that you provide sensitively and in confidence.

You can contact us on 0344 257 0428 to speak to a member of our Customer Service team. Our telephone lines are available Monday to Friday between 9am and 5.30pm.