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What does “vulnerable customer” mean?

A vulnerable customer is someone who may need extra support with their account, for many different reasons. 

    Am I a vulnerable customer? 

    A vulnerable customer is someone who, because of their personal circumstances, may need extra support when dealing with their utilities or bills. This could be due to health conditions, disability, age, financial difficulty, language barriers, or a major life event. Vulnerability can be temporary or long-term, and it can affect people in different ways.

    If you think you may be a vulnerable customer, head to this FAQ to find out how to access support.