We strive to ensure all our customers receive excellent service and good outcomes, however we recognise customers in vulnerable circumstances may have additional needs, or be at greater risk of harm if things go wrong. We also understand anyone can become vulnerable at any time in their life.

By vulnerable, we mean:

‘Customers who, due to their health condition/or other personal circumstances, are currently more likely to experience harm, loss or disadvantage than other customers. We will look to provide appropriate support to these customers to avoid causing foreseeable harm to them and to deliver good outcomes’.

We appreciate a vulnerability can occur in a number of ways, including:


  • Dementia
  • Gambling, drug, alcohol dependency
  • Mental health problems
  • Physical disability or illness
  • Severe long-term illness

Life Events

  • Becoming a carer for a family member
  • Bereavement
  • Relationship breakdown
  • Domestic violence, financial abuse
  • Release from prison


  • Sudden financial shock resulting in a reduction in income
  • Over indebtedness
  • Low emotional resilience


  • Language difficulties (English as a second language)
  • Learning difficulties
  • Low literacy, numeracy, or financial capability/digital skills

In our interactions with you, we aim to identify and understand any vulnerabilities you may have, so please talk to us and let us know as we want to support you as best we can with your mortgage and avoid causing you any foreseeable harm, especially in any of the following areas:

  • Financial exclusion
  • Difficulty accessing our services
  • Disengagement with our services (or financial services in general)
  • Inability to manage your mortgage product or service
  • Over indebtedness
  • Buying inappropriate products or services
  • Scams and financial abuse

To enable us to use the information you provide we normally require your consent. Where you provide your consent, we will update our records and use this information to enable us to support you, taking into consideration your individual circumstances. This may also include external firms we engage to work with on our behalf.

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