Our approach
We consider vulnerability in how we design, price and review every product, and we monitor outcomes so no group is left worse off.
Customer Care
Anyone can find themselves in vulnerable circumstances, temporarily or long term. Following the UK Financial Conduct Authority's guidance, we consider four drivers.
Health
Conditions or illnesses that affect day-to-day life, physical or mental.
Life events
Bereavement, job loss, relationship breakdown, new caring responsibilities.
Resilience
Low ability to withstand financial or emotional shocks.
Capability
Literacy, numeracy, language or digital skills, or low confidence with money.
Support
Tell us, or the partner you bought through, if you need additional support with any of our products or services. We will adapt how we communicate with you, allow more time, involve someone you trust, or point you to specialist third-party help where that will serve you better. If you ask us to call you, we will call back within one working day; for a bereavement claim, the same working day.
Your information
If you share information about your circumstances, we record only what we need to support you, with your consent, and use it lawfully and fairly in line with our Privacy Notice.
Unhappy with us?
If something has gone wrong, please tell us. Use our complaints form and we will acknowledge it with a reference, aim to resolve it within three business days and keep you informed. If we need longer, our final response reaches you within eight weeks, and you may refer your complaint to the Financial Ombudsman Service if you remain dissatisfied.