Caring for our customers

We recognise that the last few years have been particularly challenging for businesses which is why we decided, in 2024, to develop and launch our Customer Vulnerability Strategy.  

Since launching our programme we’ve:  

• developed our Vulnerability Policy  

• partnered with specialist training providers, BPA Quality, to roll out vulnerability training to our frontline colleagues  

• established our Vulnerability Advocates to support continuous improvement 

• partnered with the National Support Network (NSN) to provide external signposting support to our customers and colleagues (see further details below), and  

• aligned our delivery plan to the consumer vulnerability ISO standard - ISO 22458 - to ensure our approach meets best practice guidance. 

Customer Vulnerability Strategy

You can find out more about our approach and the key actions we’ll be delivering to help support the goals in our Customer Vulnerability Strategy by clicking the button below. 

Read our Customer Vulnerability Strategy  

National Support Network

To access the support through our external signposting service, National Support Network (NSN), please click the logo below. 

NSN provides access to specialised assistance and support services on a wide range of topics including financial worries, bereavement, mental health and wellbeing and physical health – and is available for all our customers to use.