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created at
2026-01-20 12:32:57
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title
Vulnerable Customer Policy HHI NI Customer Support & Protection
excerpt
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Vulnerable Customers PolicyOur process for dealing with potentially vulnerable customersA person is unable to make a specific decision if he/she cannot understand information about the decision to be made, cannot retain that information in his/her mind, cannot use or weigh that information as part of the decision-making process, or cannot communicate his/her decision. A person with mental health problems who are in debt is particularly vulnerable due to this (potential):• Lack of money management skills• A reliance on benefits income• Fluctuations in income or inability to work• Unmet housing, care or treatment needs• Poor communication skills• A relationship breakdownAssessing a person’s mental health is complex but needs to be recognised in early contact and addressed appropriately. If we believe a person may be vulnerable, we will ask 3 key questions:1. Does your mental health affect your financial situation?2. Does it affect your ability to deal with or communicate with us?3. Does ...
author
updated
2026-01-31 02:27:04
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