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