At Metro Bank, we are all about providing unparalleled levels of service and convenience to you and your customers; this also means identifying and supporting when customers are vulnerable or are at the risk of becoming vulnerable.
We have a dedicated Vulnerable Customer section on our intermediary website to help you understand how to identify customers with characteristics of vulnerability and a Mortgage Payment Support page which your customer can visit if they are worried about their finances.
What to do when identifying a vulnerable customer
If the customer is happy to discuss and has given their permission, please ensure you record that the customer is vulnerable within the notes section of the mortgage application form, along with any supporting information.
Our Mortgage Admin Team will give the customer a call back during onboarding to confirm the additional support that we are able to provide.
Got a case to discuss?
Get in touch with your local BDM; they would love to hear from you. Find your BDM here. Or call our Broker helpdesk on 020 3427 1019.