Vulnerability shows itself in many forms and we want to be satisfied that our staff are capable, equipped and adequately trained to deal with vulnerable customers and situations. In each of our Branches we have a Vulnerable Customer Champion who alongside our Managers regularly review the needs and requirements of our customers, ensure effective communication and provide a continuation of focus on our Vulnerability Guidelines.
There are a number of services that we already provide:
We can provide account statements in easier to read large print on request. Whilst for customers with dyslexia, we can print forms and statements on blue paper. If you require either of these services please speak with one of our Customer Advisors.
The Society accepts calls from Next Generation Text Service, this service helps people that can’t hear or speak on the phone. For more details visit https://ngts.org.uk
Induction Hearing Loops in Branches
All our branches have portable induction hearing loops which can be used at the counter and in meeting rooms. Induction loops improve sound quality for people with hearing aids with a T setting.
Here to help
Our branches are also equipped with handy extras such as magnifying glasses, clipboards and lap pads to help customers transact with us. We also have lower counters for customers in wheelchairs and all our branches have level access.
All our Customer Advisors are Dementia Friends which provides them with extra knowledge and understanding about dementia and the issues and challenges that this can bring.
Private meeting rooms are available upon request in our Branches and Principal Office, should you want to discuss any matters of a sensitive nature in privacy.
Useful Support Information
When you are affected by cancer it can be tough on your finances. Macmillan Cancer Support can provide support and guidance on money worries, help you find out what benefits might be available to you and provide grants to help with the extra costs that cancer can bring. Visit http://finance.macmillan.org.uk
Step Change has a team of debt experts across the UK and help people to overcome their debt problems and get their lives back on track. For more information visit https://www.stepchange.org
BBA in conjunction with the BSA
This guidance explains how a person can manage a bank or Building Society account on another person’s behalf. It describes the circumstances in which this is possible, how it can be done and also sets out the documents required. Please ask a member of staff for more details.
When you are grieving, all the practical tasks that need to be done can seem overwhelming. We have put together a step-by-step Guide to bereavement to help you manage things as easily as possible, for example, how to register the death, arranging the funeral, how to deal with the estate etc. Either call in to one of our branches to pick up a copy or clickhere to download a copy.
Friends Against Scams
All our Branch Managers and champions are ‘Friends Against Scams’ which provides them with knowledge and understanding of the different types of scams in circulation. Copies of the ‘Little Book of BIG Scams’, which is produced by the Metropolitan Police, can be obtained from our branches or by clicking on the attached link: The little book of big scams
Help us to help you
We want to give our members the best service. If you have any ideas or suggestions about our service and how we can improve upon it please speak to one of our Customer Advisors and we can see if we can put your idea into action.
Get In Touch
Call one of our friendly advisors on 01664 414141. Opening hours 9am to 6pm Monday to Friday and 9am to 12pm on Saturday.
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