Complaints

VULNERABLE CUSTOMER POLICY

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.

OUR PRINCIPLES 

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.