Supporting every customer, when you need us most
Commitment to providing excellent care and positive outcomes for all our customers is at the very heart of our service. We understand that life presents unexpected challenges, and anyone may find themselves in a vulnerable situation at any point.
We define vulnerability as:
Customers who, due to their health condition or other personal circumstances, are more likely to experience harm, loss or disadvantage, more than other customers. We’ll look to provide appropriate support to these customers to avoid causing foreseeable harm to them and to deliver good outcomes.
Vulnerabilities can present themselves in many different ways, our people first approach empowers us to work with every customer individually. Some circumstances that might lead to vulnerability include:
Health Challenges
- Mental health conditions
- Physical disabilities or illnesses
- Cognitive impairments (e.g., dementia)
- Addictions (e.g., gambling, substance dependency)
Significant Life Events
- Bereavement
- Becoming a carer
- Becoming a parent
- Relationship changes
- Experiencing abuse or violence
- Transition from prison
Financial Resilience
- Sudden income reduction
- Being in debt
- Low emotional resilience
Capability Factors
- Language barriers
- Learning difficulties
- Limited literacy, numeracy, or digital skills
In our interactions with you, we aim to identify and understand any vulnerabilities you may have. Please reach out to us and let us know, as we want to support you as best we can with your mortgage and avoid causing you any foreseeable harm, especially in any of the following areas:
- Financial exclusion
- Difficulty accessing our services
- Disengagement with our services (or financial services in general)
- Inability to manage your mortgage product or service
- Over indebtedness (money worries)
- Buying inappropriate products or services
- Scams and financial abuse
With your consent, we'll use this information to provide tailored support, considering your unique circumstances. This may involve working with external partners to ensure you receive the best possible assistance.
Inclusive Communication at Foundation
We're committed to making our services accessible to all. If you need adjustments in how we handle your account or communicate with you, please let us know.
Some of the ways we can help you:
- Verbal communication instead of written (except certain regulatory letters)
- Adjusting our speaking pace and clarity
- Providing extra time for decision-making
- Offering alternative formats (braille, large print, audio)
- Providing translations
- Communicating with an authorised third party
DO YOU NEED ACCESSIBLE CONTENT?
Call us on 0344 770 8030 or email us at customerservices@foundationlending.co.uk to request accessible formats or discuss specific requirements.
Third Party Authority
Complete our third-party authorisation form or register your Power of Attorney with us.
We'll update our records to support you appropriately, considering your individual circumstances. We'll keep you informed about any changes or alternatives if we can't meet your request.
Our website offers features like online payments, adjustable text size, and easy navigation to enhance accessibility.