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How creditors must treat vulnerable customers

Vulnerable customers are people whose situation makes dealing with debt even harder. They may need extra help and support.

  • Let your creditors know if you are in a vulnerable situation
  • Tell them any difficulties you have dealing with your debts

What does ‘vulnerable’ mean?

Someone is 'vulnerable’ if dealing with debt is harder because of their circumstances.

This can include:

  • A recent loss
  • Mental health problems
  • Long-term or terminal illness
  • Dementia or brain injury
  • Difficulty in communicating, for example:
  • Reading or
  • Speaking on the phone
  • A learning disability
  • Relationship breakdown
  • Addiction
  • And more

Vulnerability can be temporary. And vulnerabilities impact different people in different ways.

‘Vulnerability’ is not a label you to put you in a box.

It is a way to make sure you get the right support and are treated fairly.

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What help can creditors give to vulnerable people?

The people you owe can be more understanding than you might expect.

Many creditors and debt collection agencies have special teams dedicated to vulnerable customers.

They may be able to offer you help that suits your needs.

They might be able to:

Tell the people you owe about anything that makes it harder to deal with debts.

Send them a 'mental health evidence form' if you are dealing with mental health issues.

They cannot help if they do not know.

They might ask for more information but you can choose how much to tell them.

Ask a friend, family member or support worker to help.

Give their name to your creditors so they can call if you cannot. You may need to:

  • Set up a password for them or
  • Send a letter to your creditors

Ask the people you owe to stop enforcement action if you are vulnerable.

Use our sample letter here.

How we can help

Use our online debt advice tool to get help.

We can:

  • Help you put together a budget and
  • Work out the best way to deal with your debts

You are safe to tell us anything about your mental or physical health.

We will never judge you. The more we know, the more we can help.

Ask us to speak to a friend or family member if it is easier to have someone you know help you.

You can also ask:

  • A support worker
  • A social worker
  • A care professional professional

Just set up a password for them so they can contact us.