We’re working to better understand our customers so that we can develop products, services and tools that cater to their needs, from helping them to access a bank account, to managing their financial wellbeing or running their business.
We offer additional support where it’s needed, whether that’s helping customers tell us about specific accessibility needs they have or supporting those who are struggling to manage their finances. By focusing on these areas, we aim to create an inclusive and accessible banking environment that empowers customers to navigate their financial journeys with confidence.
Aligned to FCA guidance, we recognise the four key drivers of vulnerability: health, life events, resilience and capability.
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. We continue to work with organisations such as GamCare, Citizens Advice and Victim Support to improve the support available to customers in vulnerable situations, connecting them to expert advice where appropriate.
Our award winning, Inclusive Design Panel, supports us to deliver inclusive design that supports customers in vulnerable situations. As part of our product governance, we assess how customers with characteristics of vulnerability may be impacted by a product through a Customer Vulnerability Impact Assessment at the design stage. We follow five principles for designing inclusively: confidence and trust, accessible information, clear choices, easy journeys and specialised support. This approach helps us to make proportionate choices in design and how we monitor to detect potential for harm.