At any time, a customer may find themselves either in a vulnerable situation or caring for a loved one experiencing a vulnerability. The impact of cost of living has meant that for many of our customers this has been a reality in 2022. We’ve established a One Bank Centre of Excellence to drive forward our approach & support to customers in vulnerable situations.
In 2022, we continued to work with organisations such as GamCare and Citizens Advice to improve the support available to customers in vulnerable situations, connecting them to expert advice where appropriate. We continued to run digital lessons and fraud and scam awareness events remotely via virtual delivery.
We also have dedicated teams available to support customers in Financial Difficulty as well as having a dedicated Customer Protection Team to engage with customers at risk of harm and support them, leveraging external partnerships.