We have a good understanding of the vulnerabilities present within our customer base through extensive research and analysis and have worked with specialist charities to ensure we have the right solutions available to support our customer’s needs.
All frontline staff are trained on how to identify a vulnerability and how to support vulnerable customers. We have oversight models in place to provide assurance that we're effective at ensuring good outcomes for our vulnerable customers.
We have a range of treatment solutions for customers including adapted communications (braille, large print, audio, coloured paper etc), payment holidays, signposting to charities like MacMillan or Samaritans and we have processes in place to actively signpost customers to benefits in their policy, e.g. Wellbeing support when appropriate.
We have forums in place that regularly reviews the feedback from customers in order to identify and deliver improvements.