We know everyone's circumstances are different. If you need more time, clearer information or a little extra help, we'll listen and work with you to make things easier.
Everyone's circumstances are different. Some people need extra help throughout their journey, while others may only need it at a particular time.
When we speak with you, we'll take time to understand your circumstances, listen to any concerns and discuss whether there's anything we can do to make the process easier.
You can tell us about your needs at any stage. You don't need a formal diagnosis or a particular reason to ask.
There's no one-size-fits-all approach.
If you need a little extra help, there are ways we can adapt our service to suit you. Here are some examples.
We can explain things in simpler terms, repeat information or discuss another way of communicating that works better for you.
Take time to ask questions, think things through or arrange to continue a conversation when you're ready.
You can involve a family member, friend or someone you trust in conversations. We'll make sure your own wishes remain at the centre.
If hearing, reading, using technology or accessing information is difficult, tell us. We'll discuss what adjustments may help.
Sometimes things happen that make financial decisions harder. Whether your circumstances are temporary or ongoing, understanding what's affecting you helps us offer the right support.
If you're finding it difficult to remember or understand information, we can take extra time to support you. Memory difficulties don't necessarily mean you can't make your own decisions, but we may consider additional safeguards, such as a capacity assessment or Lasting Power of Attorney.
If debts, bills or other financial pressures are causing concern, let us know. We'll listen, take time to understand your circumstances and discuss what support may help.
Losing someone close or facing a major life change can make decisions feel overwhelming. We can give you more time and talk through how you'd prefer to move forward.
If you're worried about a scam or feel pressured by someone else to make a financial decision, please tell us. We'll listen and discuss how we can help protect your interests and where appropriate, support you in reporting concerns to the police or other relevant organisations.
Getting the right support can make a real difference to how comfortable and confident you feel. We'll take your individual needs into account throughout your journey with us.
We'll explain important information clearly, check you've understood and give you opportunities to ask questions.
If your circumstances change or something isn't working for you, we'll listen and discuss whether a different approach would help.
We'll give you time to consider information, involve someone you trust if you wish and make decisions without pressure.
Your needs, understanding and choices will always be central to how we support you.
Sometimes it helps to speak to someone outside our team. These independent organisations offer information, guidance and practical support for a range of circumstances.
Free, impartial guidance on money, pensions, debt and everyday financial decisions.
Advice on money worries, benefits, debt and other everyday problems.
Information and support for people affected by dementia, including families and carers.
Information and practical guidance on later life, wellbeing, care and financial concerns.
Straightforward advice on recognising scams, challenging suspicious requests and protecting yourself from fraud.
These organisations provide their own independent information and services. You can contact them directly for support.
If something is making it harder to use our service or understand your options, please let us know. You don't have to know exactly what support you need before getting in touch.
We'll listen, discuss what might help and consider how we can adapt our approach. You can ask for support at any point in your journey.