Vulnerable Persons Policy

We recognise that certain groups of customer may be vulnerable. Whilst not all clients in these groups may be vulnerable, we will consider client’s individual circumstances where a potential vulnerability is identified.

These groups may include, but are not restricted to:
Long term sickness, serious illness or frailty
Elderly
Physical disability
People with learning difficulties or mental health problems
Recent bereavement
Severe financial difficulties
Customers with communication difficulties
Customers with a history of alcohol or drug misuse

Where we are aware that a person may be vulnerable we will seek to adapt our services accordingly to minimise any distress.

Our Principles
When dealing with vulnerable customers we will adopt key principles that our staff and advisors will adhere to:
Maintaining an up to date record of our clients who have been identified as being vulnerable.

When appropriate, directing our customers to other sources of debt advice, such as Citizens Advice bureau and Money Advice Service.
Monitor our complaints procedure to identify any trends.
Should there be a communication issue we will use other mediums such as email, large text or braille.
Maintaining a specific complaint procedure for customers unhappy with the conduct of our advisors.
Monitoring our advisors regularly and review their practices.
Encouraging clients to contact us if they are experiencing additional financial hardship.
If we cannot offer a debt solution, we will fully explain why.

We aim to assist clients with a debt solution however if you’re in any doubt about your own mental-health or wellbeing you should refer them to a suitable organisation who may assist further, such as the Samaritans. Contact details for the Samaritans is detailed below:

The Samaritans

Freepost RSRB-KKBY-CYJK,

PO Box 9090,

STIRLING,

FK8 2SA

Tel: 116 123

E-mail : [email protected]