Supporting customers in vulnerable circumstances

We’re here to help and support you. It’s important to let us know about your new and existing customers in vulnerable circumstances so that we can do the right thing, because everyone deserves fair treatment.

Vulnerability can take many forms but so does the support we can give, whether that’s alternative ways to receive information or finding effective ways to help customers fully understand any financial decisions.

So, we’ve put this together to make it easier for you to help your vulnerable customers. Once you have your clients’ permission, use this information as a guide.

Power of attorney: where your customer has an active power of attorney in place, please ensure that you inform us as soon as you have submitted the mortgage application.

Speak to us

If your customer is happy for you to tell us about their support needs, you can call Mortgage Service Desk on 03458 48 00 61 to have a discussion with our advisers about how we can help your customers.

Please be aware that calls may be recorded.

Characteristics associated with the four drivers of vulnerability

Here are the four characteristics of vulnerability, because understanding what can make someone vulnerable is a part of helping your clients.

Visit the FCA website.

Health

Poor health can impact on financial wellbeing. Health-related vulnerabilities can include:

Physical disability
Severe or long-term illness
Hearing or visual impairment
Mental health condition or disability
Addiction
Low mental capacity or cognitive disability

Life events

The life events that could put clients in a more vulnerable position can include:

Retirement
Bereavement
Income shock
Relationship breakdown
Domestic abuse (including economic control)
Caring responsibilities
Other circumstances that affect people's experience of financial services. For example, leaving care, migration or seeking asylum, human trafficking or modern slavery, and convictions.

Resilience

How resilient a client is can depend on their ability to bounce back from things like:

Inadequate (outgoings exceed income) or erratic income
Over-indebtedness
Low savings
Low emotional resilience

Capability

This driver of vulnerability is about a client’s ability to interpret financial information, such as:

Low knowledge or confidence in managing finances
Poor literacy or numeracy skills
Poor English language skills
Poor or non-existent digital skills
Learning difficulties
No or low access to help or support

Services Leeds Building Society offers customers

Leeds Building Society offers a range of tools and services to make your customers’ experience easier.

These include:

Sign Solutions supports British Sign Language users by connecting them with a sign language interpreter.
Multiple options to print documents including braille and large print

This button will take you to the customer website.

Extra help for vulnerable customers

This is a charity for older people who would like some help, support or advice.

Alzheimer's Society

The Alzheimer's Society is here to support people and families affected by dementia.

British Dyslexia Association

Also known as the BDA, this association is here to give a voice to people with dyslexia.

Citizens Advice

Citizens Advice provides help with debt, housing and legal matters.

Cruse Bereavement Care

Cruse Bereavement Care helps people who are grieving.

Macmillan Cancer Support

Macmillan supports people with cancer and their loved ones.

This charity is here to support people with learning disabilities.

Mind is here to help people understand their mental health.

Money Advice Service

Money Advice Service gives people help with managing money and debt.

Specialist support for women and children in a domestic violence situation.

Samaritans is focused on making people feel listened to and supported.

Scope gives opportunities, information and support for disabled people and allies.

StepChange Debt Charity

StepChange helps people by giving debt management advice.

This charity helps people who have been victims of crime.

Need help?

Contact your Business Development Manager (BDM) or Mortgage Service Desk

Our friendly BDMs are ready to help you get going, whilst our Mortgage Service Desk can help with any post submission queries

Please note:

Leeds Building Society only accepts mortgage applications from intermediaries where they are providing an advised sales service, with the exception of Buy to Let & Holiday Let applications. It is the responsibility of the intermediary to ensure that all applicable law including, without limitation, the Financial Conduct Authority rules on advised mortgage sales are complied with including, without limitation, the provision of adequate explanations.