Protecting vulnerable customers

We recognise that the last few years have been particularly challenging for businesses, which is why we decided in 2024 to develop and launch a support programme for customers in vulnerable situations.

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Support when you need it most

Since launching our programme, we have:

  • Developed our Vulnerability Policy.
  • Partnered with specialist training providers, BPA Quality, to roll out vulnerability training to our frontline colleagues.
  • Established our Vulnerability Advocates.
  • Partnered with the National Support Network (NSN) to provide external signposting support to our customers and colleagues.
  • Aligned our delivery plan to the consumer vulnerability ISO standard ISO 22458 - to ensure our approach meets best practice guidance.

Find out more about our approach and the key actions we are taking to support our goals.

Read our strategy

Underpinned by a strong network

We’ve partnered with UK-based social enterprise National Support Network to give customers access to a wide-ranging signposting service. You can find resources and guidance on everything from bereavement to mental health and from financial services to health and social care. You can also read an insightful case study on our partnership here.

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Accessibility

We’re committed to ensuring our communications, service delivery, digital offerings and processes can be accessed by all our customers. We’re continuously reviewing our services and always looking for ways to expand the accessibility services we offer.

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