We’re committed to caring for vulnerable customers

Responding to the needs of customers in vulnerable circumstances isn’t just our duty; it’s our passion.

With almost half (47%) of UK adults experiencing characteristics of vulnerability, it’s vital that we’re there for our customers in the moments that matter.

People's circumstances can change at any time, sometimes when they least expect it. Watch the film below to hear from Gail Izat, Workplace Managing Director at Standard Life, who shares her own story of vulnerability.

 

What could make your employees vulnerable?

Any one of us could find ourselves in vulnerable circumstances at some point in our lives, and many of your employees could be affected right now.

People can experience vulnerabilities in lots of different ways. At Standard Life, we focus on the four key drivers of vulnerability:

How we can support you and your employees through times of vulnerability

We invest heavily in our vulnerable customer programme. And just like vulnerability, our support comes in all shapes and sizes.

Here's how we’re supporting you and your employees.

How many people are affected by vulnerability?

As part of Phoenix Group, the UK’s largest long-term savings and retirement business, we led research into how vulnerability is affecting our customers. Across our Standard Life customers we found that:

Our vulnerable customer team is here for your employees

Our dedicated Head of Customer Vulnerability Riffat Tufail, and some of our other colleagues, talk through how we support members during times of vulnerability. 

Awards and recognition for our work with vulnerable customers

What next?