We understand that no two customers are the same and some may be experiencing circumstances that make it difficult for them to manage their finances, or some may need extra assistance from us.
We're all great listeners, if we detect signs of vulnerability, or if a customer has the courage to tell us, we are trained to act appropriately.
We have built a section to add details of vulnerabilities on our platform, this is in the My Accounts drop down, 'Special Assistance'.
We also have the ability to add notes to a customer’s account to ensure that in all future communications, their circumstances are considered.
In addition, we have various ways to be contacted, so our customer's can choose the method most comfortable for them.
We have an offline services for customers who are struggling with our online services. Instead of accessing their accounts online, offline customers can call us and we will help them to manage their accounts and complete any tasks that they would like to do.
If you have any change in circumstances, which you would like to make sure that we are aware of, please fill in the details in the Special Assistance section of the platform or you prefer, you can contact us either via live chat, e-mail, or phone and we will ensure that this is noted on your account.