We have increased access to and the transparency of our support for customers facing financial hardship. A new website dedicated to helping these customers provides details of what they and financial counsellors can expect of us.
The site is the latest in a series of initiatives we have made to help us reach and assist our most vulnerable customers. Almost 1000 of our branch and call centre staff have now completed Hardship Awareness training. This helps our staff identify customers who may be experiencing hardship and understand how we can best help them. Specific attention is being paid to the staff in those branches which receive an above-average number of hardship applications.