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Customer Vulnerability

Customer Vulnerability Policy

At Peymo Ltd., we are committed to supporting our customers who may find themselves in vulnerable situations. We recognize that vulnerability can arise from various personal, financial, or health-related circumstances and may be temporary or long-term. This policy outlines our approach to identifying and assisting vulnerable customers to ensure they receive the appropriate support and service.
 

Identifying Vulnerable Customers

We understand that vulnerability can manifest in various ways, including but not limited to:

  • Health Issues: Physical or mental health conditions, including disabilities.

  • Life Events: Bereavement, relationship breakdown, or job loss.

  • Financial Hardship: Significant debt, low income, or sudden financial shocks.

  • Communication Barriers: Language difficulties, low literacy, or difficulty understanding complex information.

  • Age-Related Issues: Elderly customers who may need additional support.
     

Our Commitment

We are committed to:

  1. Training Our Staff: Ensuring that our employees are trained to recognize signs of vulnerability and respond with empathy and understanding.

  2. Providing Flexible Support: Offering flexible solutions tailored to the needs of vulnerable customers.

  3. Maintaining Privacy: Respecting the privacy and confidentiality of all customers, particularly those in vulnerable situations.

  4. Ensuring Accessibility: Making our services accessible to all customers, including those with disabilities.
     

Support Measures

We have implemented various measures to support vulnerable customers, including:

  • Clear Communication: Using plain language and avoiding jargon to make our communications as clear as possible.

  • Accessible Services: Providing alternative formats for our communications, such as large print or Braille, upon request.

  • Dedicated Support: Offering personalized assistance through our customer support team.

  • Financial Assistance: Providing information on financial management and directing customers to appropriate financial support services.
     

How to Reach Us

If you or someone you know needs additional support due to a vulnerable situation, please contact us using the details below:

  • Email: privacy@peymo.com

  • Address: Peymo Ltd, 167-169 Great Portland Street, London, W1W 5PF, UK

  • Phone: +447537174330

Our team is here to help and ensure that all customers receive the support they need.
 

Continuous Improvement

We are committed to continually reviewing and improving our policies and practices to better support our vulnerable customers. Your feedback is valuable to us and helps us to enhance our services.

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