Vulnerable Customers Support Policy

A vulnerable customer is someone who’s circumstances may leave them open to harm. This would include factors such as:

• Age.

• A physical or learning disability.

• Physical or mental illness.

• Low literacy.

• Changes in circumstance, for example bereavement.

• Communication issues.

The vulnerability does not necessarily need to be a permanent condition, such as instances where a change of circumstance or severe illness may have caused problems either financially, physically or mentally.

Freeola and GetDotted will always try to understand and accommodate the needs of vulnerable customers by:

• Considering any actions that might be needed to ensure safeguards, and to make any adjustments necessary.

• Keeping track of any customers who’s circumstances have changed, or who’s disabilities may make them vulnerable.

We will treat every customer as an individual, assessing any needs that might arise, and advising and supporting each customer in a way that is appropriate to ensure minimal risk. We will help you manage your account with us, adjusting our process as required.

If your circumstances change and leave you unable to pay, you’ll receive the standard late payment notifications, offering an option to pay within an allotted timescale. If you are still unable to pay, you should contact us to discuss the matter further, and we will endeavour to come to an agreement for a fair and affordable repayment plan.

We have several options for contacting us:

• Call us on 01376 556060 and chat to one of our friendly support team, who’ll be happy to go through everything with you. Lines are open from 9am to 6pm weekdays and 9am to 2pm on weekends.

• Live Chat with us on any weekday, and our expert team will help with any enquiries or issues you may have.

• Contact us by Email. You can open a ticket with us via you MyFreeola account, or directly from https://freeola.com/support/request/.

• The Freeola Support Team are unavailable on Bank Holidays.

However you choose to contact us, we are always happy to help where we can.