Complaints Policy

A vulnerable client is someone who, due to their personal circumstances, is especially susceptible to detriment.

We recognise that certain groups of our clients could be vulnerable. We will consider a client’s individual circumstances where a potential vulnerability is identified. These groups could include, but are not restricted to:

• Severe financial difficulties
• Customers with communication difficulties
• Physical disability
• Long term sickness, serious illness or frailty
• Elderly
• People with learning difficulties or mental health problems
• Recent bereavement
• Customers with a history of alcohol or drug misuse

Our principles

• We take time to understand the needs of our clients
• We make sure our team have the skills and capability to recognise and respond to the needs our vulnerable customers
• We make efforts to respond to customer needs with our flexible customer service provision and communications
• We monitor and assess if we are meeting the needs of customers with characteristics of vulnerability, and make improvements where this is not happening

24-hour support

When life is tough, Samaritans are here to listen at any time of the day or night. You can talk to them about anything that’s troubling you, no matter how difficult. Call free on 116 123 or visit the Samaritans website.

Shout offers confidential 24/7 crisis text support for times when you need immediate assistance. · Text “SHOUT” to 85258 or visit Shout Crisis Text Line

CALM is the Campaign Against Living Miserably, for people in the UK who are down or have hit a wall for any reason. Call 0800 58 58 58 (daily, 5pm to midnight) · Free, anonymous webchat with trained staff  or Visit the CALM website