Accessibility and Tailored support

We’re here to help you identify and support vulnerable customers.

In support of the FCA’s guidance for firms on fair treatment of vulnerable customers, here are just a few examples of what we offer and what to look out for when identifying someone who may be vulnerable. We’re here to support you, and your customers, during the application process as well as throughout the entire mortgage journey.

How to let us know?

If you decide to tell us about your customer’s circumstances, we will take the time to understand their requirements, and we’ll work together to support them with their mortgage needs*. Due to consent requirements, and because our support is tailored to individual customers, it is easier if your customer contacts us directly. We can add an internal support indicator to their account, which means whenever they’re talking with us regarding the servicing of their mortgage, they won’t need to tell us again.

If you do share your customer details, don’t worry, anything you share won’t impact their credit rating or our lending decision.

Pre completions:
If your client is a vulnerable customer, please select ‘yes’ for vulnerabilities in the ‘Applicants Contact Details’ section of the application and ask the customer to contact us once the application has been fully submitted on 0345 835 3380 where we will advise of the tailored support available for their additional needs.

Post completions:
Your client would need to contact us directly, by calling our Customer Support Team on 03459 758 758

*If your customer is not contacting us directly, you must have explicit proof of consent from your customer to share this information with us.
All personal customer information shared with TSB is strictly confidential. For more information, see TSB’s Privacy Policy