We recognise that certain customers are at greater risk of poor outcomes when dealing with their finances and vulnerability can arise for a wide range of reasons. No matter what support you need, or situation you’re facing, we’re here to help in any way we can. We know there’s no one-size-fits-all approach, so we’ll take the time to understand your needs and respond with sensitivity, respect and compassion.

Here are just some of the ways we’re committed to supporting our customers:

• We will be open and approachable; we will listen and respond to our customers with sensitivity and respect.
• We’ll treat every customer as an individual and do everything we can to understand and support their needs.
• Our policies, products and services will be regularly reviewed and updated, to help improve the overall customer experience.
• Our colleagues will be provided with the skills and training they need to support all customers.
• Our communications will remain clear, accessible and easy to understand.

If further help is needed, we’ll signpost to other relevant organisations, such as charities and advice services.
Ways we can help

Further Support and Advice

We have compiled a list of organisations who have the expertise, skills and knowledge to provide any support or advice you might need.

Support with Financial Difficulties

If you are experiencing payment difficulties, you may wish to consider contacting MoneyHelper for free and impartial help. https://www.moneyhelper.org.uk/en

Protecting yourself against fraud and scams

If you feel you have been the victim of a fraud or scam, please do not hesitate to report it.

You can contact:

Action Fraud – www.actionfraud.police.uk or call 0300 123 2040 Citizens Advice consumer service – 0345 404 0506 The gov.uk website has a list of where you can report scams phishing and suspicious websites – www.gov.uk/report-suspicious-emails-websites-phishing

To alert Lending Expert to any suspected fraud or scam or suspect that your financial details have been compromised or stolen, please email us at [email protected]

If it is an emergency, and crime is in progress or about to be committed, call 999. If its urgent but not an emergency, please call 101 and notify the Police.

Fraudsters can target absolutely anyone – through the telephone, emails, text messages and face to face. Outsmart them by making sure you know the risks and have all the facts about scams.

Financial Abuse

If you have been a victim of financial abuse, UK Finance’s “Its your money” guide provides information on what support is available to you.

How to contact us

If you have any questions or concerns, or if there is any information in relation to your health and wellbeing that you want to bring to our attention, please let us know. There are a variety of ways you can contact us.

By email: [email protected]

In writing: Lending Expert Limited, The Steam Mill, Chester, CH3 5UL

Using our website

If you experience any difficulties using our website, please let us know.

Accessibility

If you have additional accessibility requirements, please let us know.

Where you can go for help

We are committed to helping our customers and we understand that sometimes you may experience difficult situations where you need more support.

We have compiled a list of organisations who have the expertise, skills and knowledge to guide you and provide the support or advice you might require.

Bereavement

Bereavement Advice Centre

There are many practical issues to manage when someone dies. The Bereavement Advice Centre supports and advises people on what they need to do after a death. The service is free, and their contact details are:

Website: www.bereavementadvice.org Telephone: 0800 634 9494

Physical and Mental Health conditions

Mind

Mind provides advice and support to empower anyone experiencing a mental health problem. The service is free and their contact details are:

Website: www.mind.org.uk Telephone: 0300 123 3393 Face-to-Face: Find details of their local offices at www.mind.org.uk/information-support/local-minds/

Samaritans

A 24 hours a day service providing confidential support for people who are experiencing feelings of distress or despair including those which may lead to suicide.

UK Helpline number: 116 123

Dementia Friends

Dementia Friends aims to transform the way the nation thinks, acts and talks about dementia. The service is free and their contact details are:

Website: www.dementiafriends.org.uk Telephone: 0300 222 5855 Face-to-Face: Find details of their information sessions at www.dementiafriends.org.uk/sessions

Addiction

Frank

Frank is a friendly, confidential helpline offering advice, information and support for anyone affected by drugs. The service is free and their contact details are:

Website: www.talktofrank.com Telephone: 0300 123 6600

Alcoholics Anonymous

For anyone who is worried about their drinking, and wants free, confidential information, help and support from other AA members. The service is free and their contact details are:

Website: www.alcoholics-anonymous.org.uk Telephone: 0800 9177 650 Email: [email protected] Face-to-Face: Find details of their local meetings at www.alcoholics-anonymous.org.uk/AA-Meetings

BeGambleAware

The National Gambling Helpline which is operated by GamCare, offers confidential advice, support and information on problem gambling. You can speak to an advisor for free 24 hours a day over the phone or Live Chat.

Website: https://www.begambleaware.org/ngsn Telephone: 0808 802 0133

Financial and Personal Support

Money Helper Provides information and tools to help you manage your money. Telephone: 0800 011 3797 Website: www.moneyhelper.org.uk Citizens Advice Free help and advice concerning financial and legal matters. Website: www.citizensadvice.org.uk Telephone: 0344 411 1444 Domestic abuse support Website: www.gov.uk/guidance/domestic-abuse-how-to-get-help

Fraud

Action Fraud (National Fraud and Cyber Crime Reporting Centre) Report your suspicions of a fraud to Action Fraud.

Telephone: 0300 123 2040 Website: www.actionfraud.police.uk