Vulnerable Client Support

Support for Vulnerable Mortgage Customers

Mortgage advice with care, clarity and trusted support

Borrowing can feel overwhelming—especially during difficult life events.

This page brings together trusted support and guidance for customers experiencing vulnerability, including bereavement, financial pressure, mental health challenges, disability, or major life changes.

If you need extra support, you’re not alone—and you don’t have to navigate this process by yourself.

Understanding Vulnerability

Vulnerability can affect anyone, at any time. It may be temporary or long-term, visible or not.

We recognise four key areas where customers may need additional support:

Health

  • Physical disability or long-term illness
  • Mental health challenges or anxiety around money
  • Dementia, memory loss, or cognitive change
  • Neurodiversity or communication needs

Life Events

  • Bereavement or serious family illness
  • Divorce, separation, or relationship breakdown
  • Job loss or sudden income changes
  • Domestic abuse or financial control

Financial Resilience

  • Low savings or limited financial buffer
  • Mortgage arrears or rising debt
  • Reliance on benefits or irregular income
  • Cost of living pressures or gambling-related debt

Capability

  • Low confidence with financial decisions
  • Difficulty understanding mortgage terms
  • Language or literacy barriers
  • Need for clearer or slower communication

How We Support You

We understand that discussing finances can feel difficult—especially during challenging times.

Our approach is simple: we adapt to you.

Our commitments:

  • We listen without judgment
  • We explain things clearly, without jargon
  • We move at a pace that suits you
  • We adapt how we communicate (phone, email, written summaries)
  • We can involve a trusted family member, carer or professional
  • We signpost you to specialist support where helpful

You May Need Extra Support If You Are…

  • Recently bereaved or dealing with an estate
  • Feeling stressed, overwhelmed or struggling with mental health
  • Living with a disability or long-term condition
  • Caring for a loved one
  • Experiencing financial pressure or debt concerns
  • Worried about keeping up with mortgage payments
  • Unsure whether borrowing is right for you right now

If any of the above applies, please let us know—we’re here to help.

Trusted Support & Advice

The organisations below offer free, independent support. They can help alongside your mortgage journey.

Money, Debt & Mortgage Support

Bereavement Support

Mental Health & Emotional Support

Specialist Support

Urgent Help

If someone is in immediate danger, call 999.

For emotional support, you can contact Samaritans on 116 123 (free, 24/7).

Need a More Accessible Mortgage Conversation?

Tell us what would help you feel more comfortable.

We can offer:

  • Extra time and a slower pace
  • Simpler explanations
  • Written summaries
  • Larger text or alternative formats
  • Phone or video calls instead of email
  • Involvement of a trusted person

📩 Email us: [email protected]

Important Information

This page is for guidance and signposting only. It does not replace regulated mortgage advice, legal advice, debt advice or medical support.

Your home may be repossessed if you do not keep up repayments on your mortgage.