Customer Support

Supporting Our Customers: Our Commitment to Care and Compassion

At Hanley Economic Building Society, we understand that life can be unpredictable, and for some of our customers, navigating financial services may feel overwhelming, especially during times of hardship. Whether it’s due to age, health issues, financial difficulties, or other personal challenges, we are committed to offering tailored support to those who need it most.

Our Promise to Customers

We believe in treating every customer with respect, empathy, and understanding. Our priority is to ensure that all of our services are accessible, and that customers with additional support needs are given the attention and assistance they deserve. Here’s how we can support you:

Personalised Support
We offer bespoke advice and guidance for those facing unique challenges. Our team is trained to identify and understand the needs of customers with additional support needs, providing you with the right support, whether you need assistance with managing your account, understanding financial products, or navigating difficult circumstances.

Flexible Communication Options
We understand that not everyone can communicate in the same way. That’s why we offer a variety of contact methods, from phone support and online chat to email or in-person consultations. If you need extra time to discuss matters or prefer a particular format, we will do our best to accommodate your preferences.

Financial Hardship Support
If you are experiencing financial difficulties, we’re here to help you find a solution. We can offer flexible repayment plans and advice on managing your finances during tough times. If you’re struggling to keep up with your mortgage please don’t hesitate to get in touch – we’ll work with you to find a suitable solution.

If you're dealing with other forms of debt, such as loans or credit cards, organisations like StepChange can provide free, expert advice to help you get back on track.

Signposting to External Support Services
Sometimes, the help you need extends beyond financial advice. Whether it's mental health services, debt management, or community-based assistance, we can point you in the right direction.

There are numerous resources available to guide you, including moneyhelper.org.uk, a free government-backed service offering clear, impartial advice on money matters. Moneyhelper can help with budgeting, coping with job loss, dealing with debt amongst many other things. They can help you cut through jargon and explain what you need to do and how you can do it.

Domestic Abuse Support

Domestic abuse, in any form, is never acceptable. If you or someone you know is experiencing abuse, we are here for you. You can speak to us confidentially and in any way that feels safest for you – whether in person, by phone, email, or live chat.

You can also contact the National Domestic Violence Helpline on 0808 200 0247, available 24/7, free of charge.

Confidential and Respectful Service
Your privacy is important to us. Any information you share will be treated with the utmost confidentiality and respect. We will never make you feel uncomfortable, and our goal is always to empower you to make informed decisions that are right for you.

A Safe Place to Save

Even in challenging financial times, it’s important to build a safety net for unexpected costs. Regular savings, even in small amounts, can make a significant difference – both financially and for your peace of mind.

If you'd like to learn more about our savings accounts and how we can help you get started, call our team on 01782 255000, or visit our savings account page here Savings | The Hanley

Supporting Senior Members

Being older doesn’t always equate to being more vulnerable, but we recognise that some members may face challenges in managing their accounts. If you prefer to manage your account online or via our mobile app, we can assist you from the comfort of your home. If you’re not comfortable with digital banking, you can call us on 01782 255000 and we’ll guide you through managing your accounts over the phone.

Additionally, you can authorise a trusted friend or family member to visit a branch on your behalf to access your funds.

How to Get in Touch

If you feel you might require extra support, please don’t hesitate to reach out to us. We’re here to listen, help, and ensure you get the care you deserve. You can contact us via:

-Phone: 01782 255000

-Email: mortgageservices@thehanley.co.uk

-In person at any of our branches

-Online chat: Welcome to Hanley Economic Building Society | The Hanley

We Are Here For You

At Hanley Economic Building Society we are more than just a financial institution. We are a community that cares. Our team is dedicated to supporting our customers, ensuring that everyone can benefit from our services in a way that suits their personal circumstances.

Thank you for trusting us with your financial journey. We are here to help, every step of the way.

Since 1854 we’ve been a mutual society owned by our members. This means we’re more than just a building society – we’re here to support you when life gets tough, offering help and support when you need it the most.

We know that rising living costs, from household expenses to energy bills, are putting a strain on many of us. This can lead to stress and worry, affecting both mental and physical well-being. Please don’t feel you are alone in this, and we want to help however we can.

If you’re feeling vulnerable in any way – physically, financially, or emotionally – please reach out to us. The key is to start a conversation and we’re here to make a difference.

Here are some of the ways we can support you.

Supporting Vulnerable Members

Life events, health issues, and financial hardship can leave us feeling vulnerable. We are committed to providing support and directing you to the right specialist organisations when needed. If you require support or for us to make adjustments to the way we communicate with you, whatever your situation, reach out to us in branch, by phone, email, or through live chat.