Our Promise
At Solvenza, we’re here to help customers move forward at their own pace.
If someone is facing challenges — temporary or long-term — we work with extra care, empathy and flexibility to make sure they receive the right support and the best possible outcome.
Our approach is guided by:
- FCA Consumer Duty
- Treating Customers Fairly (TCF)
- FCA Principles
- GDPR and data protection laws
What Do We Mean by “Vulnerable”?
The FCA describes a vulnerable customer as:
“Someone who, because of their circumstances, may be more likely to experience harm — especially if a firm doesn’t act with the right level of care.”
Vulnerability can be:
- Short-term
- Long-term
- Situational
- Something a customer may not even recognise in themselves
Examples include:
- Health challenges (mental or physical)
- Bereavement, redundancy or relationship breakdown
- Financial hardship or sudden changes in income
- Communication or language difficulties
- Caring responsibilities
- Disability or digital exclusion
- Limited financial experience
Every customer is unique — vulnerability affects people in different ways.
How We Identify When Someone Might Need Extra Support
Our team is trained to spot signs that someone may be finding things difficult, such as:
- Worry, confusion or distress during a conversation
- Difficulty understanding or remembering information
- Communication challenges
- Someone else speaking on their behalf
- Struggling with digital access
We never assume.
We listen, ask gentle questions, and allow customers to share only what they feel comfortable sharing.
How We Support Vulnerable Customers
If a customer tells us they need extra help, or we believe support may be needed, we will:
- Take things at the customer’s pace
- Make our communication simple and clear
- Check understanding throughout
- Offer longer or more spaced-out conversations
- Provide alternatives such as email, SMS, or speaking with a family member or support person
- Pause activity while we review their situation
- Signpost to free, independent advice where appropriate
- Tailor payment options or give more flexibility when needed
Everything we do is built around fairness, respect, and reducing stress.
How We Record Vulnerability (GDPR Compliance)
If a customer shares information about their vulnerability, we may record it — but only when:
- It’s necessary to support them
- They understand why we’re recording it
- They give permission, or we have a valid legal reason (legitimate interest)
We will never record unnecessary medical details or anything irrelevant.
Any information we keep is:
- Kept secure
- Accessible only by staff who need it
- Reviewed regularly
- Removed when it’s no longer needed
Example of how we record information respectfully:
“Customer shared that they are currently experiencing anxiety that affects their ability to manage payments. They agreed for us to record this so we can offer appropriate support.”
Our Specialist Review Process
Some situations require extra care. In these cases:
- The account is referred to our Specialist Support Team.
- We pause contact while we review what the customer needs.
- We may request supporting information — but only where necessary and always sensitively.
- We work with the customer to agree the best approach.
- Options may include:
- Extended breathing space
- A temporary pause on payments
- Long-term forbearance
- Referral to support charities
- In some cases, recommending debt write-off to the account owner
At every stage, the customer remains in control.
What Our Team Is Trained To Do
Every Solvenza colleague receives training on:
- Understanding different types of vulnerability
- Sensitive, empathetic communication
- How to offer flexible support
- How to record information safely and lawfully
- When and how to escalate cases for specialist review
Supporting vulnerable customers is part of who we are, not just a regulatory requirement.
Your Rights
Customers have the right to:
- Ask for extra support at any time
- Tell us how they’d prefer us to contact them
- Involve a support person
- Ask us to remove information we no longer need
- Feel safe, respected and listened to
We are here to make the journey easier, not harder.
Why This Matters to Us
Supporting vulnerable customers:
- Helps prevent harm
- Improves outcomes
- Builds trust
- Reduces complaints
- Strengthens the culture of care we’re proud of
Solvenza is built around empathy, fairness and doing what’s right — this policy helps us live up to that every day.
