Beryl - March 2017
Vulnerable Client Team
PayPlan’s Vulnerable Client Team is dedicated to supporting clients who are considered to have a high risk, or permanent vulnerability, with free debt advice.
Approximately 91% of PayPlan clients disclose information about their vulnerability, without being asked
Every PayPlan debt adviser has been trained to recognise the signs of clients who are vulnerable. A client is considered to be particularly vulnerable if their personal circumstances are likely to leave them susceptible to detriment.
Vulnerabilities can include low income, learning or physical disability and mental health conditions, it can be both long and short term, such as terminal cancer, Parkinson’s Disease or situations like domestic violence, imprisonment and bereavement.
When clients disclose information to us, we make sure that they are supported and that we make adjustments which allow them to better manage their debts and make more informed decisions. We understand that everyone is different and support vulnerable clients by giving them more proactive touch points during their journey to a debt solution.
Blogs and Resources
TOP TIPS FOR VULNERABLE CLIENTS
WHAT HAPPENS TO DEBT AFTER DEATH
VULNERABLE CLIENT PROFILE
Free Vulnerability Training
Using real examples, we explore what’s expected by regulators and experts, offering practical insights on how to spot the signs of vulnerable clients and how to correctly record this information.
Support from partners
If an adviser feels a client may benefit from additional support, they can signpost them to external partners, including the Samaritans, Macmillan, Mind, GamCare and the Alzheimer’s Society, for specialist help.