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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 customers

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:

  • Full name

  • Address

  • 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 0818 07 2000 (which has recently been updated) (Mon-Fri from 9am to 8pm) or via their website: