We recognise that certain groups of debt solution applicants may be vulnerable.

Whilst not all in these groups may be vulnerable, we will consider 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 adapt our services accordingly to minimise any distress.


When dealing with vulnerable customers we will adopt key principles that our advisers will adhere to:

  • We will maintain an up-to-date record of our customer identified as being vulnerable.
  • When appropriate we will direct our customers to other sources of debt advice, such as Citizens Advice Bureau and Money Advice Service.
  • We will monitor our complaints procedure to identify any trends.
  • Should there be a communication issue we will use other mediums such as email, text, and Braille. If required, we will signpost to a more suitable company process for specific needs.
  • We will maintain a specific complaint procedure for customers unhappy with the conduct of our advisers.
  • We will monitor our advice regularly and review practices.
  • We will publicise free debt advice contact details within our literature.
  • We will encourage customers to contact us if they are experiencing financial hardship.
  • If we cannot offer a debt solution, we will fully explain why.

Free and impartial money advice is available from the Money Helper, an organisation set up by the Goverment for people in debt.