If you're working with a customer who may be vulnerable, please let us know. Sharing this information helps us tailor our support and ensure they receive the care and consideration they need. You can disclose a customer's needs securely using our vulnerable customer support form. We’ll treat all information with sensitivity and respect, and only use it to improve the service we provide.

Letting us know about your customer’s support needs won’t affect our lending decision. It simply helps us respond more flexibly and provide the right support where it’s needed.

Vulnerable Customer Support Form

Please upload the completed form to the broker application portal. If you have any queries please contact your Business Development Manager.

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What to disclose

Examples of vulnerable circumstances may include:

  • Physical or mental health conditions
  • Bereavement or major life changes
  • Low financial resilience
  • Language or communication barriers

 

Download our vulnerable customer support form

Support we can offer

When working with a customer who may have vulnerable needs, here are some ways Aldermore can provide additional support:

  • Liaise with someone your customer can trust (with their consent)
  • Provide information in alternative formats such as braille, large print, or audio
  • Offer a range of communication methods to suit the customer's preferences
  • Allow extra time for the customer to absorb and consider any information we send
  • Provide support options if the customer is struggling to make payments
  • Signpost to other organisations that offer expert support
  • Assist with computer accessibility adjustments to help customers use our website more easily
  • Respond sensitively to personal situations that may affect how the customer manages their finances
Call centre staff talking to a customer

Please make sure you have your client's consent to share and record their support needs with us. When sharing information about a customer’s circumstances you need to comply with GDPR requirements. Make sure its adequate and limited to relevant information.

To help your client understand how we’ll use their information please read our privacy policy.

Helpful information

  • Person working at home on laptop
    Privacy policy

    To ensure transparency in terms of data collection, our privacy policy explains how and why Aldermore use your personal data. Discover our privacy policy.

    Privacy policy