Customer Vulnerabilty policy

Vulnerable customer policy

At Cepheus Pay , we are committed to supporting all our customers, understanding that some may face circumstances that can make them especially vulnerable. Our goal is to provide services that are accessible, fair, and inclusive for everyone.

Understanding Vulnerability

Vulnerability can affect anyone, at any time, due to a variety of reasons. These might include physical or mental health challenges, financial hardship, life-changing events like bereavement or separation, or any situation that temporarily or permanently impacts one’s ability to make sound financial decisions. Recognizing these challenges is the first step in providing the necessary support.

Our Commitment

We are dedicated to:

- Identifying and understanding vulnerabilities: Our staff are trained to recognize signs of vulnerability and understand the appropriate steps to take in response.

- Tailored support: We offer additional support and modifications to our services to meet the needs of our vulnerable customers. This may include providing information in accessible formats, offering longer appointment times, or direct access to specialized team members.

- Protecting your privacy: We handle all interactions with confidentiality and respect, ensuring that your information is protected.

Resources and Tools

We provide a range of tools and resources designed to help manage your finances more effectively:

- Dedicated contact options: Direct lines to teams trained to support vulnerable customers.

- Flexible communication methods: Options to interact with us in the way that suits you best, including phone, email, or in-person appointments at our accessible offices.

- Financial health checks: Free services to help you understand and manage your finances, especially useful during times of change or uncertainty.

Contact Us

If you’re experiencing difficulties and could benefit from additional support, or if you’re concerned about someone else who might be vulnerable, please contact us:

- Email: [email protected]

- Office: Visit us at 960 Capability Green, Luton, Bedfordshire, LU1 3PE, United Kingdom

We're here to help make your financial management easier, safer, and more accessible.