Supporting customers in vulnerable situations

At Marston Holdings, we are committed to supporting customers who may be in vulnerable situations. Our goal is to ensure everyone receives the right support, at the right time, in the right way.

Vulnerability self declaration form

We know that being in debt can be incredibly stressful, especially if you or someone in your household is going through a difficult time.

If you’re struggling, please don’t wait to reach out. Our Welfare Support Team is here to listen, understand your circumstances, and explore the support options available to you.

Please take a few moments to complete our Vulnerability Self Declaration form here. The details you provide will help us assess your needs and offer the most appropriate support. Once we’ve received your form, a member of our team will review it carefully and contact you to discuss the next steps.

Understanding vulnerability

Vulnerability can affect anyone at any time. It may be temporary, long-term, or due to a range of personal or financial circumstances.

How we can help

Our Welfare Support Team provides a flexible, compassionate approach tailored to each individual’s needs. We:

• Listen without judgment and take time to understand your situation.
• Help you understand your rights and available options.
• Offer practical solutions to support your circumstances.
• Refer you to free, independent advice when appropriate.

We believe no two situations are the same, and our support reflects that.

Working with independent advice services

We work closely with the advice sector to make sure you’re getting the support you need. Our team can:

• Help you access free, independent advice services.
• Provide tools and guidance to manage your circumstances.
• Signpost you to trusted organisations that specialise in various areas of support.

Further support options

In some cases, we may be able to connect you with:

• Dedicated phone numbers for support charities.
• Information on organisations that specialise in mental health, financial hardship, bereavement, or other areas of need.

Let us know how we can help you feel more supported.

Income and expenditure tool

You can securely share your financial information and other supporting information through our vulnerability self-referral form. This tool allows you to:

• Submit details of your income and expenses.
• Upload proof of income, benefits, or other vulnerability information.
• Let us know if you have any accessibility or communication needs.

If you need help using this tool or uploading documents, we’re here to assist.

Email us at welfareteam@marstonholdings.co.uk.

We value your feedback

Your experience matters to us. Help us improve by completing a short customer survey. Scan the QR code below to get started.

Need help now?

If you’re in a vulnerable situation and need support, please don’t hesitate to reach out to our Welfare Team:

Email: welfareteam@marstonholdings.co.uk

We’re here to help.