Vulnerability

A vulnerable adult is anyone over the age of 18 who has a physical or sensory impairment, learning disability or mental health problem, and may be unable to protect themselves from harm or abuse. This also includes elderly, frail or confused older people, and those with mitigating circumstances such as:

  • Pregnancy or recent birth of a child
  • Recent bereavement
  • Recent unemployment
  • Serious illness/long term sickness
  • Severe financial difficulties
  • People from ethnic minorities who cannot understand or speak English
  • Any other guidelines stipulated by our client

In all cases involving vulnerable adults, we'll seek your approval before proceeding with any recovery action.

We have specialist staff with advanced skills and significant experience in identifying and working with vulnerable adults. All our teams undergo intensive specialist training in helping those in serious financial difficulty, including directing them to debt advisors and other organisations. We provide a wide range of services and support for vulnerable people and those in real need, including:

  • Free phone and local-rate contact numbers to our Welfare Support Team
  • A variety of communication and payment methods
  • Direct-dial numbers for CAB and other advice agencies
  • A debt recovery pack, including budget forms to help people regain control of their finances
  • Translation and interpretation services for those whose first language is not English
  • All Civil Enforcement Agents carry language identification cards
  • Staff trained in British Sign Language
  • Letters in Braille and large print
  • Our own debt advice hotline
  • Free payment options
  • Home visits
  • Local surgeries in Birmingham, Liverpool, London, Manchester and Northampton

We've developed our training and internal codes of practice in collaboration with organisations including:

  • MIND (a charity supporting people with mental health problems)
  • Ethnos (specialists in ethnic minority research)
  • Scope (a charity promoting equal opportunities for people with disabilities)
  • RNIB (a charity supporting people with sight loss)
  • Sense (the charity for deaf/blind people)
  • Money Advice Trust and the Royal Society of Psychiatrists

Our Code of Practice meets the National Standards for Enforcement Agents, and the standards set by the Civil Enforcement Association. All our enforcement agents complete a compulsory one-day seminar run by the Money Advice Trust in recognising those who may be vulnerable. All Enforcement Agents always carry a copy of the Code, which debtors are free to read if they wish.

To view our Vulnerable Persons Policy in full, please click here