Our commitment to customers
At Wesleyan Bank we always endeavour to help and support our customers through any life events when extra support is needed.
Extra Care
Wesleyan Bank considers the following non-exhaustive examples as triggers where in our operations we will look to provide appropriate support in all scenarios. We welcome customers to talk to us to help us understand their needs.
|
Health |
Lifestyle |
Resilience |
Capability |
|
Physical Disability |
Caring Responsibilities |
Low or Erratic Income |
Low Knowledge of Confidence in Managing Financial Matters |
|
Severe or Long Term Illness |
Bereavement |
Over Indebtedness |
Poor Literacy or Numeracy Skills |
|
Hearing or Visual Impairment |
Income Shock |
Low Savings |
Low English Language Skills |
|
Poor Mental Health |
Relationship Breakdown |
Low Emotional Resilience |
Poor or Non Existent Digital Skills |
|
Low Mental Capacity or Cognitive Impairment |
Having non standard requirements such as ex offenders, care leavers, refugees |
Lack of Support Structure |
Learning Impairments |
We believe the best way to support our customers is to gather an understanding of your circumstances, so there is nothing to worry about, we will always look to:
- Listen to you and try to understand how your situation may be impacting your finances and ability to manage your account. We will pay particular attention to whether you mention anything that could indicate extra care is required (E.g. mention of illness, hospital stay or treatment, diagnosis, depression) in order for us to, where required support you to the best of our ability.
- Check whether you have had previous discussions with us so we can avoid duplicated conversations and enable us to tailor our approach to your specific needs.
- Be proactive in identifying any indicators that you may need a little extra support from us.
- Ask questions to obtain a full understanding of your situation in order for us to fully establish what we can do to tailor our approach to any specific needs you may have. For example, would you need any additional assistance such as documents in large print or a clearer/slower explanation of the product.
- Encourage you to speak openly. We are committed to ensuring that you are achieving the most appropriate customer outcomes and that we provide you with the best service that we can.
If you require additional support, please contact us using the correct telephone number below, to speak to someone who can help you. Alternatively, you can also email us.
- Savings
Call: 0800 358 1122
Email: [email protected] - Personal Loans
Call: 0800 975 2088
Email: [email protected] - Commercial Loans not in arrears
Call: 0208 254 1831 or 0208 254 1833
Email: [email protected] - Commercial Loans in arrears
Call: 0207 862 6262
Email: [email protected] - Lease or HP agreement
Call: 0333 123 1990
Email: [email protected]
Available Services
Alternatively, if you would like any additional support from a number of services available on the internet, please use the following links to help you through this difficult time:
|
External Service |
Telephone Number |
Website |
|
UK Government |
N/A |
|
|
The Office of Public Guardian (OPG) |
0300 456 0300 |
https://www.gov.uk/government/organisations/office-of-the-public-guardian |
|
Citizens Advice |
0800 144 8848 (England) / 0800 702 2020 (Wales) |
|
|
The Samaritans |
116 123 |
Debt Advice
If you are experiencing problems with debt and need more support, there are a number of not-for-profit organisations that can provide you with free, non-judgemental and impartial debt advice. Names and contact details of these organisations recommended by the Financial Conduct Authority are listed below or alternatively, by clicking on the link called ‘Information Sheet – Additional Support’ to download this information instead,
You should also be aware that there are other companies that charge a fee for managing your debts. It is your responsibility to check the fees that may charging before asking these companies to act on your behalf.
If a debt-counselling organisation is already helping you, we will work with them to support you.