Vulnerable customers policy

A customer may need additional support because of health, disability, bereavement, financial difficulty, low confidence, limited digital access, language or a significant change in circumstances. Needs may be temporary, permanent or not immediately visible.

We can slow the conversation down, explain information differently, use a preferred communication method, provide time to consider options or involve a trusted representative with appropriate permission.

You do not need to share more than you are comfortable with. Tell our team what adjustment would help. We record relevant information only where appropriate and handle it in line with our privacy policy.

We will not apply pressure, make assumptions or treat a request for support as an inconvenience. Staff should identify signs of difficulty, check understanding and escalate concerns when needed to support a fair outcome.