Vulnerable Customers

Customers with Vulnerable Characteristics

At Hanley Economic Building Society, we understand the critical role intermediaries play in guiding vulnerable customers through the often complex world of finance. As a trusted partner, we are committed to ensuring that together we can provide the right solutions for those who may face additional challenges. Whether it's due to health issues, financial difficulties, age, or other personal circumstances, we are dedicated to offering specialized support to vulnerable customers, and we are here to help you help them.

The FCA defines a vulnerable customer to be:

"Someone who due to their personal circumstances is susceptible to detriment or at greater risk of experiencing a poor outcome, particularly if a flexible, tailored approach is not taken when interacting or managing the individual needs of the person".

Our Commitment to Supporting Vulnerable Customers

We know that vulnerable customers need a compassionate and understanding approach, and as an intermediary, your expertise and insights can make a huge difference. Here’s how we can support you in meeting the needs of vulnerable customers:

It is important that your customers get the access to the support they need from us. Please be assured that sharing their needs will not affect our lending decision.

Before you share your customer’s support needs please ensure you have asked them for their consent to record their needs with us. You also need to ensure how they understand how we will use their information Privacy Notice | The Hanley

What is a support need?

A support need is something a client has asked us to do to make sure they can access our products and services without barriers. For example, it may be helpful for them to get letters with larger print. Or perhaps they just need people to speak slowly and clearly, so they are better able to understand information.

Vulnerability Toolkit

We have produced a support guide to help you identify if your customer has support needs and how to talk to them about it

Here are some things that will help you assess whether or not to record your customers needs.

Does their circumstances affect their ability to manage money?

Is the support needed a short term or long term request?

Are there any barriers we need to remove to make things easier for the customer now?

Get in Touch With Us

If you have any questions about how we can support vulnerable customers, or if you need assistance with a particular case, our team is here to help. You can contact us via:

-Phone: 01782 255000

-Email: intermediaries@thehanley.co.uk

-Intermediary enquiry form: Hanley Economic Building Society for Intermediaries | The Hanley

-Direct contact with your Business Development Manager

Working Together for the Best Outcome

We are committed to making sure vulnerable customers receive the support and care they need. By working together, we can ensure that every customer receives a service that is tailored to their specific circumstances, with empathy and respect at the heart of everything we do.

Thank you for your continued partnership and for helping us support vulnerable customers.