Our vulnerable customer policy
Many of the people we help are going through a hard time. Some are ill, disabled, pregnant, very young, very old, or struggling with their mental health. This page says how we treat you fairly, whatever you are dealing with.
Who we mean by a “vulnerable customer”
You might be a vulnerable customer if you are dealing with:
- A health condition or disability that affects daily life
- Mental-health difficulties
- A bereavement or a relationship breakdown
- Caring for a child, an unwell partner, or an older relative
- Money worries or debt
- English not being your first language
- Difficulty reading or writing
You do not have to fit any of these to ask for help in a way that works for you.
What we will do
- Give you time. We will not rush you or pressure you.
- Use plain English. No legal jargon, no acronyms.
- Speak to a relative, friend, social worker or doctor's surgery on your behalf, if you ask us to.
- Arrange an interpreter if English is not your first language. See help in your language.
- Send written copies of anything important, so you can read it in your own time.
- Stop and check in if a call gets hard. We can take a break or call back another time.
How to tell us
You can tell us anything that would help us help you, in writing or on the phone. We treat what you tell us in confidence. There is no need to share more than you want to.
If we get something wrong
If you feel we have not treated you fairly, please tell us. See our complaints procedure. You can also raise it with the Financial Conduct Authority or the Information Commissioner's Office.