Feedback plays a crucial role in driving continuous improvement of our vulnerable customer policy and related processes. By carefully analysing and evaluating the feedback we receive, we can identify areas where enhancements can be made to support our vulnerable customers better. We provide various channels for vulnerable customers to express their feedback and concerns. This includes dedicated helplines, online feedback forms, and regular communication through surveys. We actively encourage customers to share their experiences, suggestions, and grievances, as their input is invaluable in shaping our services and policies to better meet their needs.
Our commitment extends beyond just receiving feedback – we prioritise prompt and effective responses to any complaints or feedback. To ensure this, we have established robust complaint and feedback systems to ensure that all concerns are acknowledged, thoroughly investigated, and addressed in a timely manner.
Furthermore, we recognise that collaboration with external organisations and advocacy groups is vital in enhancing our support for vulnerable customers. We actively seek partnerships and collaborations with relevant entities to leverage their expertise and insights in providing comprehensive assistance. By working with external organisations, we can tap into their knowledge and resources, ultimately strengthening our ability to support and serve vulnerable customers more effectively.