Additional Support

We have a policy in place to ensure our service supports our customers who may, as a result of certain circumstances, require extra or different support. It is important to us that we take extra care of our customers who require additional support so that our service does not disadvantage our customers in any way.

The Central Bank of Ireland’s definition of a Vulnerable Customer is as follows:

 “Vulnerable consumer" means a person who:

  1. has the capacity to make his or her own decisions but who, because of individual circumstances, may require assistance to do so (for example, hearing impaired or visually impaired persons); and/or
  2. has limited capacity to make his or her own decisions and who requires assistance to do so (for example, persons with intellectual disabilities or mental health difficulties).

 The Financial Conduct Authority in the UK considers a vulnerable customer to be:

“Someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”

We align with both the CBI and FCA definitions.

How does Premium Credit identify a Vulnerable Customer?

All our colleagues are trained to identify the signs that may indicate a customer requires additional support. They are also trained to assist in dealing with information disclosures, using development tools from The Money Advice Trust and Royal College of Psychiatrists. This training is provided for all new starters and annually for existing employees.

What additional support is available to me?

We can provide additional support in a number of ways, including (but not limited to) the following:

  • Documentation provided in a different medium on request, e.g. braille or large print
  • Reviewing correspondence with you
  • Offering a range of channels to contact us including telephone, email and post
  • Agents fully trained in recognising and assisting where additional support could be required and what we can do to help
  • Signposting to external support organisations where appropriate

Can I designate a friend to discuss my account on my behalf?

Yes, please contact us on 0818 300095 and provide us with the details of your Third-Party delegate.

Can I register for additional support?

Yes, please call 0818 300095 and we will be happy to take the necessary details over the phone.