vulnerable customers

We understand that personal circumstances can affect how you manage your subscription. At Foundation Credit, we are committed to providing the support you need to assist you fairly and appropriately.

We consider someone vulnerable if their situation or life circumstances make them more likely to experience financial or emotional hardship.

Vulnerability can be temporary or long-term and may include, but is not limited to:

• Struggling with unmanageable debt
• Difficulty with reading or writing
• Mental health challenges
• Long-term illness
• Unemployment
• Loss and bereavement
• Separation or divorce

We strive to identify vulnerability among our new customers and offer support tailored to each individual’s needs. Everyone’s situation is different, so we take a flexible approach. If you share your circumstances with us, we can help by providing extra time to manage your finances or by making your monthly payments easier to handle.

Some of the ways we support our vulnerable customers include:

• Providing clear and detailed explanations when answering questions about Foundation Credit.
• Not assuming that vulnerable customers are ineligible to use our services.
• Conducting affordability checks during sign-up to help prevent customers from taking on unmanageable debt.

At any time, you can arrange a one-on-one call with a senior team member to review whether your current payment plan suits your needs.

Need expert advice?

If you need specialist financial guidance, we can recommend trusted and free resources. The following not-for-profit organizations offer confidential and independent advice to help you decide on the best next steps:

• StepChange: https://www.stepchange.org/
• Citizens Advice: https://www.citizensadvice.org.uk/