Vulnerability support

There are different types of vulnerability, each unique to an individual and many triggers that can cause a vulnerable situation, however temporary in nature. Our specialist support teams will ensure each case is managed in the most helpful, supportive, and empathic way ensuring vulnerable customers are not disadvantaged because of their personal circumstances. Close collaboration with our clients and the advice sector enables us to provide the best support to our most vulnerable customers. We encourage customers to seek the appropriate help for their situation and we assist customers in understanding their rights and provide them with the tools to manage their debt including referrals to free and independent advice or to local support groups who may be able to help. We understand a vulnerable customer may not feel comfortable talking about their circumstances so our welfare support team will do all they can to make this process as simple as possible. The welfare support team will carefully review each referral and provide tailored individual support throughout the time a customer is liaising with them. This support may continue long after a case is concluded to provide essential assistance to help our vulnerable customers through difficult situations. If you are struggling, it is important you contact us as soon as possible so that we can provide the right support at the earliest opportunity. Our ethical approach to vulnerability is embedded across all areas of our organisation. All office and field-based staff are trained to sensitively assess vulnerability and establish when a customer is in need of support. For more information please click here.