Vulnerability policy statement
We’re committed to treating all our customers fairly and with respect, understanding the needs and preferences of customers in vulnerable circumstances and those with accessibility requirements. We will not make assumptions about disability and vulnerability. These are often not visible, can be acquired, temporary or situational. Not all disabled people are vulnerable.
We know that there’s lots of different factors and life events that can cause vulnerability, whether it be long-term or on a temporary basis. It could be because of age, a physical or learning disability or difficulty in communicating. We also understand that challenging circumstances and events like bereavement or separating from a partner can mean that you need some extra support to help keep you connected while you get back on your feet.
We’ll do our best to offer you the right level of help and the most appropriate products and services to support you. Our customer support will always try to identify specific needs to provide specialised help where it’s needed. Sometimes it isn’t always easy for us to realise if you’re experiencing difficulties, so please let us know if you think they can help.
If you’re in a vulnerable situation and need extra help, tell us by calling 01733 235000: Monday to Friday 9:00am to 5:30pm. Or if you prefer, next time you have a reason to call us, let our adviser know and they’ll make a note of it on your account so that we can consider your extra needs when you contact us next time. It’ll help us to help you better in the future. Alternatively, you can use one of our other contact methods on the contact us page. You can also give your permission for someone else to contact us on your behalf. Don’t worry, any information you give us will be treated in confidence and in accordance with data protection law.