We understand that some of our customers have medical or personal circumstances that affect them or their household and, in these cases, we can provide extra support through our dedicated Welfare Team.
Our Enforcement Agents and Contact Centre Teams are trained to identify potentially vulnerable customers and ensure these are managed by our Welfare Team.
Our Welfare Team will work closely with customers to assess any extra needs, provide access to independent advice and carry out affordability assessments to help customers repay their debt in a way that is right for them.
The earlier you tell us that you need extra support the better; and the more you can tell us about your personal or household situation, the more we are able to help. We will usually ask you to provide copies of documents that support any information you have shared with us.
We can promise that any sensitive information you share with us will only be used to help us support you and will be treated sensitively, confidentially, and with respect.
To tell us you need extra support or to contact our Welfare Team you can call 01604 625214, email email@example.com or register for extra support by completing our Vulnerability Self Declaration form here.