Commercial Mortgage Group
Customer Care
How we deal with Vulnerable Customers.
Vulnerability can relate to Health, Life Events, Resilience or Capability. All of our team are trained in all of the following aspects on a regular basis.Understanding Customer Needs
We assess the nature and scale of vulnerability that exists within our client base and target markets. All customers, new or existing, will be assessed whenever we communicate with you. We ask ourselves what types of harm or disadvantages you may be vulnerable to. How does this affect your experience or outcome. We will ask you relevant questions to ascertain if we feel you belong to any of the vulnerable categories. This may not just be physical support but fully understanding the services is just as important.Monitoring and Evaluation
we have considered the potential positive and negative impacts of the products and services we offer on vulnerable customers so as to take this into account at all stages of our services.Product and Service Design
we have considered the potential positive and negative impacts of the products and services we offer on vulnerable customers so as to take this into account at all stages of our services.Customer Services
We make customers aware at all stages of any support we have available for them. This may require third party support if we do not have the correct support in place here.What We Need You To Do
Please do ask at any stage if you feel you need additional support with any of our products or services. WE ARE HERE TO HELP.