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We live in your world - August 2013

We live in your world - August 2013

Helping customers in need

Helping customers in need

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:

  • Details options available to customers facing financial hardship. 
  • Enables customers to apply for financial hardship assistance discreetly and conveniently via a new web-based form.
  • Helps customers find a nearby financial counsellor.

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.

More information:




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