Support | Business Support Team | Funding Circle

The Vulnerable Customer Team

Funding Circle Vulnerable Customer Team

At Funding Circle we are committed to supporting our most vulnerable customers and we have a dedicated Vulnerable Customer Team to assist borrowers who may require additional support due to challenging personal circumstances that may impact their repayments or communication with Funding Circle.

The Financial Conduct Authority (FCA) defines a vulnerable customer as; “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”

This means that anyone can become vulnerable, throughout different situations and at different points in their lives.

We understand that circumstances affecting your welfare may change and therefore we encourage all our customers to contact us if they feel they require additional support.

There are a vast number of reasons a borrower may need to reach out to our Vulnerable Customer Team, some examples may be;

Bereavement
Long Term/Terminal Illness
Mental Health Challenges
Caring responsibilities

(not an exhaustive list)

When a borrower requires additional support due to the challenges they are facing, our Vulnerable Customer Team can discuss all the options available to help find the best solution for all parties. The Vulnerable Customer Team discusses different solutions on a case-by-case basis as each Borrower's circumstances and needs are different.

What we do

We listen

We never judge or put any pressure on you. Instead, we will take the time to listen to your situation. Then, when we understand what you’re going through, we'll provide you with tailored support.

We help

There’s no one-size-fits-all approach to how we help when it comes to your Funding Circle account. Our specially trained team can assist with any concerns you may have.

How we can help you

When you get in touch, you’ll speak with one of our Vulnerable Customer Account Managers. They will listen to you, and talk through any concerns and they will look at how we could support you. This could include:

Talking through your immediate concerns
Reviewing your income and outgoings with you
Agreeing on an affordable plan for the future, based on your financial situation and circumstances
Point you in the right direction of a charity or organisations who could provide you with tailored support depending on your needs
Liaise with a trusted third party on your behalf
What we can offer will depend on your personal situation. Your Specialist Support Manager will discuss the options available

If feel you do require additional support from our Vulnerable Customer Team, please contact them at the contact details below.

Phone: [0207 8069 774](tel:0207 8069 774)
Email: vulnerable-customer-support@fundingcircle.com

Thrive Mental Wellbeing

Funding Circle and the Vulnerable Customer Team have partnered with Thrive Mental Wellbeing to help provide external support for those customers who require it. The Thrive app provides clinically proven self-help activities and modules to help borrowers manage their mental health and wellbeing. Thrive can also provide users with direct access to their qualified therapists.

Where else can you get help?

StepChange

Step Change Debt Charity offers free to client independent debt advice. They cover various debt scenarios from the development of repayment arrangements to insolvency.

Web: www.stepchange.org

Phone: [0800 1381111](tel:0800 1381111)

National Debtline

National Debtline offers free and independent advice through telephone and online advice services.

Web: www.nationaldebtline.org

Phone: [0808 8084000](tel:0808 8084000)

Business Debtline

Business Debtline is part of National Debtline and is the only organisation that offers advice to business owners.

Web: www.businessdebtline.org/

Phone: [0800 1976026](tel:0800 1976026)

Trussell Trust

Services include a nationwide network of over 1,200 food banks to assist those in poverty, by providing a minimum of three days' nutritionally-balanced emergency food to people who have been referred in crisis.

Web: www.trusselltrust.org/

Phone: [01722 580180](tel:01722 580180)

Email: enquiries@trusselltrust.org