Tailored specialist support for every member
Every member is unique, that’s why our customer teams are trained to tailor their service around individual needs.
All new team members do six weeks of intensive training that includes how to support vulnerable customers, as well as ongoing training from experts like the Alzheimer’s Society and Samaritans.
That way, we’re always doing the best we can for each member.
- Fully aligned with FCA Consumer Duty outcomes
- Accredited Vulnerable Customer and Fraud Champions embedded in every team
- Partnered with Citizens Advice so we can refer members for priority support
- Speech analytics to help identify potential vulnerabilities