Meeting your clients' support needs

Looking after our customers is important to us. We want to ensure that your clients who could be vulnerable get the support they need to access our products and services. Support needs can take many forms, like needing written information in braille, or needing to take a little bit of extra time on the phone.

How can your clients tell us about their needs?

We’ve partnered with Experian Support Hub to give customers a way to tell us what support they need.

If your client chooses to give information about their needs to the Experian Support Hub, they are in control of what is shared and who with. Their specific requirements can be shared across the multiple organisations using Support Hub. This will help them to:

  • Get extra support
  • Save time
  • Avoid having to repeat their support needs multiple times
  • Understand the support offered by each company

Your clients can sign up for this secure service here.

How can you help?

If you would like to tell us about your client's support needs, and your client is happy for you to do so, you can complete a form on their behalf.

Please ensure before completing the form you have asked your client for permission and have their consent to record and share their support needs with us.

We will not share these support needs with Solicitors or Valuers.

You can find the form here.

Vulnerability form

Once you have completed the form, please send it via attachment to

Please read our vulnerable client guidance page which details specific support needs that may apply to your clients.