Our commitment to customers

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:

• Savings – 0800 358 1122
• Personal Loans – 0800 358 1122
• Personal Loans in arrears – 0800 975 2088
• Commercial Loans – 0800 358 1122
• Commercial Loans in arrears – 0207 862 6262
• Lease or HP agreements – 0333 123 1990