Customer Vulnerability

Support for vulnerable customers.

If you feel you need extra support from us, please get in touch.

Email:

[email protected]

Telephone:

01732 441900

Post:

The Charity Bank Limited
Fosse House
182 High Street
Tonbridge
TN9 1BE

We’ll try to gain a better understanding of your circumstances and do our best to make things easier, whether it’s by providing accessible documents or giving you a little extra support. 

What do we mean by a vulnerable customer? 

Everyone’s circumstances are different. The following are just some examples of why we might consider a customer to be vulnerable and in need of extra support. However we recognise everyone’s circumstances are different, If you feel you need extra support from us, please get in touch.

EXAMPLES OF CUSTOMER VULNERABILITY
Health
  • Physical disability
  • Chronic illness
  • Visual/audio impairments
  • Mental health issues
  • Impaired mental capacity
Resilience
  • Low/fluctuating income 
  • Debt 
  • Low/no savings 
  • Lack of support 
Life Events
  • Bereavement
  • Caring responsibilities
  • Income/job reduction/loss
  • Relationship issues
  • Non-standard requirements (i.e. ex-offenders, refugees)
Capability
  • Low knowledge 
  • Understanding and/or confidence in managing financial matters 
  • Poor literacy/numeracy skills 
  • Language barriers 
  • Learning impairments 

Useful contacts 

You may also find the following organisations and resources of help:

*Links to external providers should not be considered a recommendation or endorsement of those providers’ products and/or services.*

SUPPORT AREA:

ORGANISATION:

Advice on benefits, debt and finances
Mental Health
Older People

Age UK: www.ageuk.org.uk (0800 678 1602) 

Being a carer

Carers UK: www.carersuk.org (0808 808 7777) 

Economic or financial abuse

UK Finance: It’s your money 2022 – Information leaflet