Octopus Vulnerable Customer Policy
The purpose of this document is to explain how Octopus identifies customers who may need additional support, and how we ensure they receive the right help at the right time. We recognise that personal circumstances can change, and this can sometimes make managing investments more difficult.
When extra support is needed, we’ll take the time to understand your situation and provide assistance that’s appropriate for you.
What we mean by “vulnerability”
We feel this is simply when someone might need some additional or different support to what we normally provide.
This could be short-term, long-term, or something that comes and goes. For example:
- A medical or mental health condition
- Bereavement or a major life change
- A physical disability or sensory impairment
- Low confidence with financial or digital tasks
- Language or communication challenges
- Caring responsibilities or limited support
You don’t need to “prove” anything. If something is making things harder for you, just tell us, we’re here to help.
How we support customers who need extra help
Flexible ways to communicate
Everyone takes in information differently, so we can adapt how we communicate. This might include:
- Providing valuations in large print, braille or audio
- Sending written summaries after calls
- Switching communications to email or post instead of phone
- Taking things more slowly or repeating information
- Arranging for a member of our team to be your main point of contact
- Allowing a trusted family member, adviser or representative access to your information (with your consent)
A team trained to listen and understand
Our customer facing teams receive regular training to help them spot when someone might need extra support, and to approach those conversations with patience, care and genuine understanding.
Working with trusted contacts
If you’d like someone else to be involved in your conversations with us such as an adviser, friend or relative, we can arrange that safely and securely.
Tell us how we can support you
If there’s something we can do to make things easier, even if you only need help for a short time, please let us know. You can share this with us by:
- Phone
- In writing
- Through your adviser
We’ll handle what you tell us sensitively and confidentially.
How we use information about your needs
If you choose to share information about your circumstances:
- We’ll explain how we use it
- We’ll only record sensitive information with your clear permission
- We’ll use it only to make sure you get the right support
- You can update or remove it at any time
- Your information is always handled in line with our Privacy Policy
What you can expect from us
When you speak with us, you can expect our teams to:
- Listen without judgement
- Explain things clearly
- Check you’ve understood before moving on
- Give you time to make decisions
- Never rush or pressure you
- Ask how we can make things easier
- Put your wellbeing and financial safety first
Helpful organisations outside of Octopus
There are lots of independent organisations offering free support, below is a small sample of those:
- Samaritans for emotional support (116 123)
- Mind for mental health support
- Citizens Advice for free, confidential advice
- StepChange for debt and financial wellbeing support
- Age UK for support for older customers
Need extra support? We’re here.
If you’d like to talk about your circumstances or explore your options, get in touch. We’ll work with you to find an approach that feels right and helps you stay confident and in control of your investments.