Supporting Vulnerable Customers Policy

What is a vulnerable customer and why is it important to know?

A vulnerable customer is someone who’s especially susceptible to harm because of personal circumstances, such as:

  • Age.
  • A physical or learning disability.
  • Physical or mental illness.
  • Low literacy.
  • Changes in circumstance eg bereavement.
  • Communication difficulties.

Their vulnerability could be temporary or permanent, can vary widely and might not be obvious.

We understand our duty to protect the interests of vulnerable customers by:

  • Looking out for those with disabilities and those whose circumstances have changed in such a way that they’re now considered vulnerable.
  • Understanding their needs, and;
  • Considering any actions/adjustments necessary to provide additional service/safeguards.

How does Sky support the needs of vulnerable customers?

We look out for warning signs and always consider our customers’ needs, treating everyone as an individual so we can do what’s right. We’ll do our utmost to advise and support you, and make regular adjustments to our processes using specialist tools and resources.

Accessibility services

We’ve a range of support tools for customers who, for example, are elderly and need a little extra help, or who have particular accessibility needs (visual, hearing, cognitive or motor impairment). See our accessibility information and registration article for more details.

Helping you manage your accounts

Our specialist teams, highly trained staff and networks with third parties help us offer you the support you need. Whether you have specific accessibility needs or find yourself vulnerable in the short term, we always consider our customers’ needs on a case-by-case basis.

Helping you manage your bills

Managing a budget can be hard at the best of times and, when circumstances change, paying bills on time can be difficult. If your payment’s late, we’ll send you reminders and give you another chance to pay us. We’ll also add other safeguards to protect your interests. If a debt’s left unpaid and is passed on to one of our debt collection agencies, they’ll work with you to agree a fair and affordable repayment plan.

Please let us know if you have trouble paying so that we can help you. If you’re also struggling to pay other bills because, for example, your income’s been lowered or you’ve taken on some unexpected costs, it’s always better to act as soon as you can to avoid falling further into debt. And whatever you need to do, we’re here to help.

See our vulnerable customer guidelines for more info, including a list of specialists who can also help you get back on track.