Supporting every customer with care
We are committed to identifying and supporting customers in vulnerable circumstances — treating everyone with compassion, patience and respect, and adapting how we work to suit your needs.
Our policy
Every member of the Mortgage321 team is trained to recognise the signs of vulnerability and respond in a compassionate, patient and helpful way. Our internal policy sets out how we assist customers across a range of circumstances, so that nobody is disadvantaged when seeking mortgage advice.
Health
Physical or mental health circumstances that may affect how you engage with us.
- Hard of hearing, deaf or speech impaired
- Blind or partially sighted
- Limited mobility
- Living with mental illness
Life Events
Significant life events that can impact your financial decisions and wellbeing.
- Experiencing short-term financial difficulties
- Recent bereavement
- Recently gone through separation or divorce
- Problems with addiction
Resilience
Situations that affect your ability to withstand financial shocks.
- Low income
- Significant debt management issues
- Mortgage arrears
Capability
Differences in knowledge, experience or confidence with financial services.
- Learning difficulties
- First-time buyers with low financial services knowledge
- Older customers who may find technology or financial decisions difficult
- Non-English speaking or limited English language
Accessibility
We work with customers remotely and over the phone, and can arrange home, video or telephone appointments to suit your needs. If you have any accessibility requirements — whether that's large-print documents, alternative formats, extra time, or a quieter conversation — please tell us and we will do everything we can to accommodate you. If we forget to ask, please bring it to our attention and we will adapt.
Staff awareness
All colleagues and new joiners receive training on how to identify and assist vulnerable, or potentially vulnerable, customers. We regularly review our approach so that our support evolves with our customers' needs. We never make assumptions — we listen, ask, and adapt the way we communicate to suit you.
Helpful resources & charities
We have gathered information from the following organisations and charities, which you may find beneficial. If you are unsure where to turn, we are happy to help point you in the right direction.
Relay UK
Service for deaf, hard of hearing or speech impaired customers.
Mental Health and Money Advice
Support for people experiencing mental health and money problems.
Samaritans
Free, confidential support for anyone struggling to cope.
MoneyHelper (Money Advice Service)
Free, impartial money and debt guidance from the Money and Pensions Service.
Step Change Debt Charity
Free, confidential debt advice and debt management plans.
Let us know how we can help
If you or someone you know needs extra support, please tell us. We will listen without judgement and adapt how we work to make things easier for you.