Customer vulnerability

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Support for vulnerable customers

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.

Examples of customer vulnerability


  • Physical disability
  • Chronic illness
  • Visual/audio impairments
  • Mental health issues
  • Impaired mental capacity


  • 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)


  • Low knowledge
  • Understanding and/or confidence in managing financial matters
  • Poor literacy/numeracy skills
  • Language barriers
  • Learning impairments

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

E: T: 01732441900

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.

Useful contacts

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

Support areaOrganisation

Advice on benefits, debt and finances

Citizens Advice

0800 144 8848 (England) / 028 9026 2532 (Northern Ireland) / 0800 028 1456 (Scotland) / 0800 702 2020 (Wales)


0800 138 777

Mental health

The Samaritans

116 123


0300 123 3393

Older people

Age UK

0800 678 1602

Being a carer

Carers UK

0808 808 7777

Economic or financial abuse

UK Finance

It's your money 2022 - Information leaflet

About Charity Bank

Charity Bank is the loans and savings bank owned by and committed to supporting the social sector. Since 2002, we have used our savers’ money to make more than 1,100 loans totalling over £400m to housing, education, social care, community and other social purpose organisations.

Find out more about us here.

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