Recognising the characteristics of vulnerability
Our customers may tell us about a medical condition or situation that's affecting them. On other occasions you may notice, or pick up on, something that indicates there may be a problem.
Some of our customers may need additional or different support to ensure we meet their needs. For example, some of the signs a customer may be experiencing financial diffiulties are;
- Asking us to pay money into their account quicker than normal
- Asking for help to pay outstanding bills or, having high levels of debt
- Asking to cash in on their annuity
- Mentioning they're on a low income or experiencing a sudden drop in income
- Needing repairs on their property they can't afford
- At risk of being evicted