Specialist support services

It can be difficult making financial decisions at the best of times, but it becomes especially challenging when you or a loved one are affected by a serious illness or are experiencing an unexpected change in personal circumstances.

Our Specialist Support Team provides a tailored and confidential service to our customers who are going through a difficult time. Each member of our team knows all about our products and services and has had specialist training.

This service covers the various stages a customer may experience when going through a difficult time, from immediate requests for support to the longer-term management of financial difficulties.

What the service offers

You’ll be given your own dedicated Specialist Support Manager who will be your direct contact.

They’ll offer one-to-one support to help you make informed financial decisions based on your circumstances. With your consent, they’ll record details of your situation so you only need to tell us once. You can also ask a family member, friend or carer to liaise with us on your behalf.

Helping you stay in control

We understand that if you have financial concerns, you'll need them addressed as quickly as possible so that you can stay in control of your finances. Whether you're looking for practical, straightforward information or are concerned about fees or charges, your Specialist Support Manager is here to help.

Planning for the future

As well as talking through any immediate concerns you have, we're here to help you plan for the future so you and your family have peace of mind. When it comes to your products, we'll work with you to help you understand what your options are and what to do next.

Financial difficulties

If you've already been in touch with us about financial difficulties, your Specialist Support Manager will liaise with the personnel already involved. They'll then work together to create the best solution for you.

Moving forward

Taking back control of your finances after a difficult period can be challenging. If you haven't been working for a while you might find it difficult to get a mortgage or personal loan. Or, you may have received a lump sum and want to know what your options are. Whatever your worry, talk to us about moving forward with your finances.

Get in contact

Call our Specialist Support Team in confidence on 0800 917 2393. Lines are open Monday to Friday 9am-5pm, Saturday 9am-1pm.