At Money Service, we recognise that anyone can experience vulnerability at different points in their life. This may be temporary, long-term or change over time, and can affect how someone accesses or understands financial information or services.
We are committed to ensuring that every customer is treated fairly, with care and respect, and that appropriate support is available whenever it’s needed. We aim to make sure that customers who may be in vulnerable circumstances receive the right level of support to help them make informed decisions and access our services in a way that works for them.
What do we mean by ‘vulnerability’?
Vulnerability can take many forms and is not always obvious. It may be caused by a wide range of circumstances and can affect people differently.
Some examples of situations that could contribute to vulnerability include:
Changes in health, illness or disability.
Mental health challenges or emotional distress.
Bereavement or significant life changes.
Financial difficulty or money worries.
Difficulty understanding complex information or terminology.
Communication or language barriers.
Life events such as caring responsibilities or relationship breakdown.
Experiencing or recovering from abuse or exploitation.
Addiction issues, including alcohol, drugs or gambling.
We recognise that these examples do not cover every situation and vulnerability is often personal and unique to each individual.
How we support vulnerable customers
If we are made aware of a vulnerability or identify signs that additional support may be helpful, we will take this into account and adapt how we communicate and provide assistance wherever possible.
If we think additional support may be helpful, we will take time to understand your situation and adjust how we communicate with you.
This may include:
Explaining information in a clearer or simpler way.
Allowing extra time to make decisions.
Offering alternative communication methods where possible.
Referring you to specialist support organisations if appropriate.
Making reasonable adjustments to help you access our services.
Where needed, we will always aim to ensure you feel supported, informed and able to make decisions at your own pace.
We will only record information about vulnerability where it is needed to support your needs, and we will only keep it for as long as it is needed. This information will never be used for marketing purposes or shared inappropriately.
For more details on how we handle personal information, please refer to our Privacy Policy.
Getting in touch
If you feel you or someone you are helping may need additional support when dealing with Money Service, please let us know so we can assist you appropriately.
Phone: 0800 144 4777
Email: info@money service.co.uk
Our friendly team will be happy to talk through your needs and make any reasonable adjustments to help.