All of our customers are unique and we understand that the things that happen in their lives can affect them in different ways. We understand that that means they may become vulnerable and need different levels of support. We’re committed to ensuring that our vulnerable customers receive the support they need and receive positive outcomes, despite other difficulties they may be facing.
Our systems and processes enable us to record those needs, preventing customers from having to tell us more than once that they need support. We monitor the outcomes provided to our vulnerable customers across lots of different customer journeys, making sure that they receive outcomes as good as anyone else.
All of our colleagues are trained to recognise different types of vulnerability and provide adjustments where needed.