Vulnerable Persons Policy

Policy for Supporting Vulnerable Customers

Here at Crusader, we know how crucial it is for you to have clear, accurate information about the products and services we offer. We also understand that making decisions, such as entering into a vehicle finance agreement involves a significant financial commitment. Some customers may face unique challenges that make them more vulnerable and, as a responsible business, we want to ensure that everyone receives the right support and can fully understand their options.

We always take the time to consider the specific needs of each customer and, if we identify that someone may be in a vulnerable situation, we’ll adjust our approach to make sure they can access our services in the way that best suits them. Our goal is to help every customer make informed decisions and achieve the results they’re aiming for.

What Does Vulnerability Mean?

We understand that life can present unexpected hurdles. Vulnerability can take many forms, and some of our customers may prefer to keep their personal circumstances private. However, we encourage open conversations so we can better serve you. Vulnerability can be linked to a variety of factors, including:

1. Health Conditions
2. Life Changes (such as illness, loss, or other significant life events)
3. Emotional or Financial Resilience (facing stress or hardship)
4. Ability to Understand Information (difficulty processing or absorbing details)

While we try our best to be attentive and sensitive to these factors, sometimes it can be hard to spot vulnerability right away. We hope you'll feel comfortable sharing anything that might affect your experience so we can support you as best we can.

How We Assist Vulnerable Customers

If you tell us you're feeling vulnerable, or if we recognize signs of vulnerability, it won’t affect our willingness to help you. We understand that vulnerability looks different for everyone, so we don’t use a one-size-fits-all approach. Instead, we aim to customize our service to meet your unique needs. For instance:

• Different Communication Methods: If you prefer written communication over phone calls, we’ll gladly adjust to that so you can take the time to review the information at your own pace.
• Additional Time and Clarification: We may take extra time to go over things with you, answer more questions, and ensure everything is clear.
• Involving a Trusted Person: If you feel it would help, we can invite a family member or trusted friend to join discussions.

Our primary goal is to ensure that you feel confident and well-informed in your decision-making process. No matter what, we’re committed to treating all of our customers with the respect, fairness, and dignity they deserve.

Helpful Resources for Vulnerable Customers

If you're experiencing vulnerability and need extra help, there are several organizations that offer valuable resources and support. Here are a few that might be useful:

• Citizens Advice – Offers free, confidential advice on a range of issues, including legal, financial, and housing matters.
  Tel: 0800 144 8848 | citizensadvice.org.uk
• Help for Households – A government website with advice on available support for people with health conditions or disabilities, plus money-saving tips.
  helpforhouseholds.campaign.gov.uk
• Money Helper – Provides financial tools, guides, and calculators to help you manage your money.
  Tel: 0800 138 7777
• Money Advice Trust – Specializes in helping people manage debt, offering support with debt management plans and other solutions.
  moneyadvicetrust.org
• StepChange – Provides free debt advice and support for personal budgeting.
  Tel: 0800 138 1111 | stepchange.org
• Alzheimer’s Society – Offers support for people living with dementia and their families.
  Tel: 0333 150 3456 | alzheimers.org.uk
• Macmillan Cancer Support – Provides support for those affected by cancer, including practical and emotional help.
  Tel: 0808 808 0000 | macmillan.org.uk
• Marie Curie – Offers care and support for individuals living with terminal illness and their families.
  Tel: 0800 090 2309 | mariecurie.org.uk
• Mind – A mental health charity that provides advice, support, and information to those dealing with mental health challenges.
  Tel: 0300 123 3393 | mind.org.uk
• Age UK – Provides support to older people, including help with benefits, pensions, and cost-of-living issues.
  Tel: 0800 055 6112 | ageuk.org.uk
• Relay UK – A service that helps people with hearing or speech difficulties communicate over the phone.
  relayuk.bt.com
• Samaritans – Offers confidential support to anyone in emotional distress or crisis.
  Tel: 116 123 | samaritans.org
• Scope – A disability equality charity providing support and information to disabled people and campaigning for social change.
  Tel: 0808 800 3333 | scope.org.uk

These organizations are available to offer further assistance, and we encourage you to reach out to them if you need additional support. We're here to help, and we want to ensure you have the resources you need to make the best decisions for yourself.