Additional Support

Our Vulnerable Customer Policy sets out our approach to supporting customers effectively and how we take extra care of customers whose abilities or circumstances require additional support, ensuring that they are not disadvantaged.

What is a Vulnerable Customer?

We are aligned with the FCA’s definition, namely:

“A vulnerable consumer to be someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”

How does Premium Credit identify a Vulnerable Customer?

All our colleagues are trained to identify signs where customers potentially need additional support. They are also trained to assist in dealing with information disclosures, using development tools from The Money advice Trust and Royal College of Psychiatrists. This training is provided for all new starters and yearly for existing employees.

In addition, all customers have access to our Help Centre from the start of their journey, where they can register their need for additional support. This is noted on customer’s Credit Agreement(s) and our colleagues have access to these notes to support any interaction with our customers. They can also call Premium Credit on 0344 736 9820 to discuss this further.

What additional support is available to me?

We have a number of ways, in which we can provide additional support including (but not limited to) the following;

  • Documentation provided in a different medium on request, e.g. braille or large print
  • Reviewing correspondence with you
  • Offering a range of channels to contact us including telephone, email and post
  • Agents fully trained in recognising and assisting where additional support could be required and what we can do to help
  • Signposting to external support organisations where appropriate

Can I designate a friend to be able to discuss my account on my behalf?

Yes, please register for additional support and provide us with the details of your Third-Party delegate.

Can I register for additional support?

Please click here to register your Third-Party Delegate. Alternatively, please call 0344 736 9820 and we will be happy to take the necessary details over the phone.

Please contact us now if you would like us to document any additional support required.