Supporting Our Customers in Vulnerable Situations

At Propp, we’re committed to treating all our customers fairly. We understand that sometimes life events or personal circumstances can make things harder. This could be anything from illness or disability to financial stress, caring responsibilities, or just needing a little extra help.

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What is a Vulnerable Customer?

You might be considered vulnerable if your situation makes it harder for you to make decisions or manage your finances. This could include:

  • A health condition (physical or mental)

  • Recent life events like bereavement or job loss

  • Low income or financial difficulties

  • Difficulties with communication or understanding

  • Being over 75 or under 18

  • Not being comfortable using online services

How We Can Help

If you let us know you might need extra support, we’ll:

  • Listen to your needs without judgement

  • Offer different ways to communicate (email, phone, post)

  • Provide simple explanations and easy-to-read documents

  • Give you time to make decisions and consider your options

  • Involve a trusted friend, family member or adviser if you’d like

Let's Talk

We won’t always know if someone needs extra help, so we encourage you to tell us. Just give us a call, drop us an email, or speak to your adviser. Any information you share will be treated with respect and kept private.

Extra Support

If needed, we may also guide you to trusted organisations like:

  • StepChange – for debt advice

  • Citizens Advice – for general support

  • Mind – for mental health help

  • Age UK – for older people

We’re Here for You

Our team is trained to help customers in vulnerable situations, and we review our services regularly to make sure we’re doing our best.

If you think you might need a bit of extra support, please don’t hesitate to contact us. We’re here to help.