For the use of mortgage intermediaries & other professionals only

Customers in vulnerable circumstances

We want all customers to be able to have the full use of the mortgage product or service they hold with us and understanding customers additional support requirements means we can be flexible to their needs.

We are introducing a simple process for you to advise us if a customer requires additional support, whether they are a new or existing customer.

How can you help?

If you need to tell us of a customer’s additional support requirements due to vulnerable circumstances, please call our Halifax New Business Intermediary Team on 0345 030 6253 (Lines are open 8am – 6pm Monday to Friday).

For new mortgage customers please wait until the mortgage has completed before calling.

You will be asked to provide:

  • Customers mortgage roll number
  • Customer’s name
  • Your name and contact number
  • A suitable time for a dedicated colleague from our Vulnerability team to call you back to discuss further (You will receive a call back by the close of business the next business day).

Please remember that before calling you need to make sure you have captured any disclosures correctly and ask the customers permission to record and share this information with us so we can support them in the future.

Further support

You can find more information on how to identify and support customers who may have specific needs as a result of a vulnerability in our Vulnerability Guidance for brokers (PDF, 281KB) support pack.

The FCA also have guidance available for firms on the fair treatment of vulnerable customers (PDF ,647KB).