We recognise that we are all likely to experience vulnerability at some point in our lives. This vulnerability may result from life events, such as an illness, natural disaster or loss of income. Other factors may be longer term – such as a disability or financial distress. We are committed to supporting customers through these tough times with respect, flexibility, dignity and care. This means we will make reasonable adjustments and put in place appropriate support to take into account these support needs and provide access to flexible options. This may include referring to additional support, such as people or services with special training and experience.
We have internal policies and training appropriate to our employees’ roles to help them understand if you may be vulnerable, and decide how best, and to what extent, we can support you.