Supporting customers in vulnerable circumstances

We want everyone to get a good outcome from our service, and we recognise that anyone can find themselves in a vulnerable situation. This page explains what that can mean and how we can help. Supporting customers in vulnerable circumstances is part of our commitment under the FCA's Consumer Duty.

What we mean by vulnerability

A vulnerable customer is someone who, because of their personal circumstances, is especially susceptible to harm — particularly when a firm is not acting with appropriate levels of care. Vulnerability can be temporary or long-term, and it can affect any of us. It usually relates to one or more of the following:

• Health — a health condition or illness that affects day-to-day activities.
• Life events — such as bereavement, relationship breakdown, job loss or other major changes.
• Resilience — low ability to withstand financial or emotional shocks.
• Capability — low knowledge or confidence in managing money, or difficulty with reading, language or digital services.

How we support you

We aim to be flexible and understanding. Depending on what helps, we can:

• Take extra time to explain things clearly, and avoid jargon.
• Communicate with you in the way that suits you best — phone, email or in writing.
• Let a trusted family member, friend or carer help with your enquiry, with your permission.
• Make sure any recommendation genuinely fits your circumstances, and never rush you into a decision.
• Signpost you to specialist help where money or personal circumstances are causing difficulty.

Telling us you need extra help

If there is anything that would help us support you better, please tell us — there is no need to go into more detail than you are comfortable with. You can reach us at hello@bridgescout.co.uk or on 0800 804 4645, and we will note your preferences and handle them sensitively.

Other sources of support

If you are struggling financially or would like free, independent guidance, the following can help:

• MoneyHelper — free, government-backed money guidance: moneyhelper.org.uk
• Citizens Advice — free, confidential advice: citizensadvice.org.uk
• StepChange Debt Charity — free debt advice: stepchange.org

Bridge Scout is a trading style of Ngage Finance Ltd, authorised and regulated by the Financial Conduct Authority (FRN 948419). Registered in England & Wales, company no. 13306342.