Vulnerable Person Guide
What is a vulnerable customer?
When it comes to your finances, we to ensure you do not come to any harm. This is why we have identified vulnerable customer as individuals susceptible to harm because of personal circumstances, such as:
- Age
- A physical or learning disability
- Physical or mental illness
- Low literacy
- Changes in circumstance e.g. bereavement, loss of employment
- Communication difficulties
- Money problems and over-indebtedness
A vulnerability can vary and not always be obvious, also temporary or permanent. Due to this, we understand our duty to protect the interests of vulnerable customers by:
- Where we can identify those with disabilities; whose circumstances have changed in such a way that they’re now considered vulnerable.
- Understanding the vulnerable persons needs.
- Consider any actions/adjustments necessary to provide additional service/safeguards.
How do we support the needs of vulnerable customers?
We look out for warning signs and always consider our customers’ needs, treating everyone fairly as an individual so we can do what’s right. We’ll do our utmost to provide support, and make regular adjustments to our processes using specialist tools and resources.
Our customer service team help offer you the support you need. Whether you have specific accessibility needs or find yourself vulnerable in the short term, we always consider our customers’ needs on a case-by-case basis.
Third-Parties
We are happy to communicate with a third party on your behalf, if this would be beneficial to you. If you would like us to do this, we ask that you contact us online. We will then ask you some questions to verify your details. This is to ensure we have your permission to speak to another person on your behalf.
If you would like someone to act on your behalf and unable to contact us yourself to verify your details, one of the following may be required:
- Signed letters of authority.
- Appointeeships – BF57 forms from the Department for Work and Pensions.
- General Powers of Attorneys – that have not been endorsed by the Court.
- Power of Attorney Registrations.
- General Power of Attorney – endorsed by the Court.
- Enduring & Lasting Powers of Attorney issued in England and Wales.
- Deputies – Court of Protection.
- Trusteeships.
- Powers of Attorney and/or Court Orders issued in the UK
For more information about powers of attorney, refer to the government website: Gov.uk
Online: www.gov.uk/power-of-attorney
Advisory Organisations
Age UK
Online: https://www.ageuk.org.uk
Phone: 0800 055 6112
Royal National Institute of Blind people
Online: https://www.rnib.org.uk
Phone: 0303 123 999
British Deaf Association
Online: https://bda.org.uk
Phone: 020 7697 4140
Mind
Online: https://www.mind.org.uk
Phone: 0300 1233 393
Dementia friends
Online: https://www.dementiafriends.org.uk
Phone: 0300 2225 855
Alzheimer’s Society
Online: www.alzheimers.org.uk
Phone: 0300 222 1122
Citizens advice
Online: www.citizensadvice.org.uk
Phone (England): 03444 111 444
Phone (Wales): 03444 77 20 20
Struggling with debt?
If you are in debt and struggling to pay your bills, we recommend you contact these organisations for free advice:
Step Change
Online: www.stepchange.org
Phone: 0800 138 1111
MoneyHelper
Online: www.moneyhelper.org.uk
Phone: 0800 138 7777
Citizens advice
Online: www.citizensadvice.org.uk
Phone (England): 03444 111 444
Phone (Wales): 03444 77 20 20
National Debtline
Online: www.nationaldebtline.co.uk
Phone: 0808 808 4000