Vulnerable Customers FAQs

We understand that reasonable adjustments should not be a barrier to case completion, and we will endeavour to process requests as soon as practicable. In some cases, it can take several working days to process and quality-check alternative formats (such as Braille). In the interim, we will be able to provide the standard format to you as the adviser or an authorised representative if required.

All applications are subject to the relevant applicant and lending criteria. Information provided to us regarding customer needs is used only to ensure that customers with characteristics of vulnerability can access products in the same manner as other customers. 

If we identify a customer vulnerability, we will flag the customer account with a vulnerability marker, so our staff are aware of any required adjustments. Whilst we use this terminology internally, we will not refer to the customer as vulnerable in our discussions with them. Instead, our focus will be on support options and reasonable adjustments. 

We will only use sensitive personal data for the purposes outlined in our privacy notice at the application stage. This is so we can meet our legal obligations under the Equality Act and make reasonable adjustments if required. This ensures all of our customers have fair access to our products and services.

We will only request medical documentation if strictly necessary to process the customer’s account. For example, if the application is submitted via a power of attorney, we will need to validate that the customer has lost mental capacity, allowing the attorney to release funds for their benefit. This is usually in the form of a GP’s letter, but our team can support you if you are unsure what to provide. 

Yes, we will assess the application under the same applicant and lending criteria. There will be some additional caveats in how the Attorney can use the funds to benefit the Donor in accordance with the rules set by The Office of the Public Guardian. We have lots of experience processing these types of applications and are here to support you and your customers. Please reach out to your case handler if you have any questions.

If you or your customer would like to notify us of an adjustment requirement, you can do this in different ways and at different times throughout a customer’s lifetime mortgage.

1. As an adviser, you can disclose the customer support need within the notes section of the application when submitting it on our broker portal. Alternatively, you can call or email your TBDM or the Underwriter case handler to inform us of the support need during the application stage. 

2. Once the case is completed, our customers also have access to the customer portal, MyPure, where they can update their circumstances. Customers can also call or email Pure at any time to update us on a change in circumstances. Our Customer Account Servicing team is fully trained on empathy, vulnerable customer support, difficult conversations and sensitive subjects including bereavement, and are able to identify if a customer has a support need.

You can find out more about our support post-completion on our Customer Care page. 

We have a dedicated customer accounts servicing team. Each staff member undergoes regular training on vulnerable customer support and has access to a robust suite of support tools. Where vulnerabilities change over time, we will adapt our approach to support our customers as required. 

We are committed to ensuring fair outcomes for our customers for the lifetime of their relationship with us. We have an established vulnerable customer support framework in place, which includes empowering our colleagues to offer alternative document formats, sensitive call-handling procedures, and a suite of support tools that enable our customers to transact on their accounts.

Yes! We are very proud to be an award-winning servicing provider. Our specialist customer account management team are in place to offer support over the phone, via email and through our bespoke customer portal. In addition, we have a landing page on our website for existing customers, meaning support is always available. Be that queries about making ad-hoc payments or requests for help understanding the more complex porting processes, our team are on hand to assist customers who may need additional help. 

All of our employees undergo regular training on vulnerable customer support. Our customer-facing teams also have enhanced training and regular workshops. We also work with experts in the field, including Dementia Friends accreditation and work with My Care Consultant. Our Vulnerable Customer Support Framework is an integral part of our customer service offering, ensuring your customers are in good hands after your initial advice journey concludes. 

We will only process vulnerability data to support customers in accessing our products and services. We know there will be situations where the customer’s circumstances affect their overall well-being. In these instances, and where appropriate, our staff will help signpost the customer to specialist sources of help. This may include a referral for further financial advice. 

Yes! We have a well-established monitoring and quality assurance programme in place. This enables us to measure how well our support controls are working and identify any areas that need additional attention. Our support procedure has been designed with our customer demographic in mind, ensuring our approach is tailored to their specific needs. 

Our data indicate that the most common drivers of vulnerability among 55+ equity release customers are those associated with ageing. Primarily, this includes issues relating to health and life events such as bereavement. As such, we have made sure our staff are aware of common illnesses, conditions, and scenarios our customers may experience, and, importantly, how to minimise barriers for these customers. 

Yes, we will ask the customer to provide us with their formal authority to discuss the account with a named representative. We will ask if this is for one time only (such as during a telephone conversation) or if they would like their family member to have ongoing authority. We will require that our usual security checks be passed and that a written letter of authority be provided by the account holder(s). The account access will be limited to information only. 

If the customer has lost mental capacity and needs a family member to act on their behalf (such as releasing more funds), they will need to provide the relevant OPG or COP documentation. The existing letter of authority would cease to be effective upon the customer losing mental capacity; the POA document supersedes it.