VULNERABLE CUSTOMER STATEMENT

Introduction

No one is immune to being vulnerable – it can happen to anyone, at any stage of life, under a variety of circumstances. We understand that this can lead to situations where you may require more help from us than our standard service. 

Our Objective

We want to make sure that all of our customers with vulnerabilities are treated fairly, based on their individual circumstances.

Definitions

Being vulnerable can mean different things to different people. It is usually a result of personal circumstances, that can lead to an individual being less likely to get the best service or less capable of making the best decision for themselves. Vulnerabilities could be short-term, long term or permanent. They could even reappear, meaning support is needed at some times, but not at others. Factors that might lead to vulnerability include losing a friend or relative, not being able to read or write, financial hardship, illness or disability. However, there are many more reasons that a person may be classed as having a vulnerability.

Policy statement

If we become aware of a potential vulnerability, we will consider the best way to adapt our service to ensure we provide good customer outcomes. When recording a vulnerability, we will only keep sufficient information, for the time that it is required to provide our service. The vulnerability will not be shared outside our organisation for marketing purposes. 

Please see our Privacy notice Privacy & Cookies for further information on how we hold and use personal information about you.

Contact us

Our company representative will be happy to support you and discuss any information you feel would assist with your personal circumstance. Please see polly.co.uk for our contact methods.