Our commitment to you
We are committed to treating all of our customers fairly and ensuring that the appropriate assistance is provided to those who are considered vulnerable.
Recognising if you are vulnerable
There are many reasons why a person may be vulnerable, for example:
Health: health conditions or illnesses that affect the ability to carry out day-to-day tasks
Capability: low knowledge of financial matters, low confidence in managing money or low capability in other areas such as literacy or digital skills
Resilience: low ability to withstand emotional or financial shocks
Life events: major life events such as bereavement, job loss or relationship breakdown
Supporting vulnerable customers
Our people are trained to identify vulnerable customers, so we can take extra steps to provide support outside of our standard procedures. However, it is not always possible to recognise these characteristics. If you require extra support, please get in touch using the telephone or email details below and with the following information:
Agreement number (this can be found on any letter sent by us)
What to do if you are in financial difficulty
If you are having financial difficulties and are not in a position to maintain your finance repayments at this time, you may wish to obtain independent financial advice to ensure that you have sufficient impartial guidance to help you make the most appropriate decisions for your individual circumstances.
Services such as these can be provided by your accountant or your local Money Advice and Budgeting Service (MABS). The MABS National Helpline can be contacted on 0761 07 2000 (Mon-Fri from 9am to 8pm) or via their website: www.mabs.ie