We are committed to making our products and services simple and transparent. This is particularly crucial for those moments that our customers find themselves in vulnerable situations. We also recognise that when this happens, there may be a need for a temporary or permanent special service to support the customer.
Helping customers who need extra support
When customers share these needs with us, we will treat this information sensitively, and will use it to tailor their experience. Initiatives we have already introduced to support vulnerable customers include:
- A bespoke telephone service with one dedicated point of contact who will stay with the customer throughout their issue
- Braille, Moon, enlarged print and Audio
- Translation services
- Training for colleagues in every part of the business
Underpinning our efforts is a group wide policy that regulates our commitment and efforts to support vulnerable customers. This policy applies to everyone, in every area of our business, from the moment a product is designed, through to when it has fulfilled its purpose.
Quilter Cheviot, our discretionary investment manager, has set out a strategy to increase awareness and understanding of the challenges faced by those living with dementia. Trained dementia champions across the business deliver workshops to educate employees, whilst an interactive series of seminars support financial advisers on how to work with clients affected by dementia. In 2018, Quilter Cheviot launched a three year charity partnership to support people living with or affected by dementia.