Meet our vulnerable customers’ champions

17 December 2021Zita Moura · Emma Potter

We know that life changes, and the world isn’t built the same way for everyone.

At Revolut, we understand that money can affect different people in different ways, so we know that we need to be on top of our game to accommodate the needs our customers, whether those needs are permanent or temporary. We are committed not only to including people of all walks of life, but especially to protecting the most vulnerable.

Who is a vulnerable customer?

The FCA defines a vulnerable customer as:

Someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.

Vulnerability can come in a variety of forms, from physical or cognitive disabilities, to the loss of a loved one, even to recovery from addiction, and it’s a fluid state to which companies have to adjust the service provided.

What is Revolut doing to support Vulnerable Customers?

As part of our commitment to social responsibility, we’ve assembled a group of champions to address these issues and work internally to create a more empathetic and inclusive firm. These are our Vulnerable Customers’ Champions.

They’re Agents, Team Leaders and Managers, across departments and roles, who will always go above and beyond for the security and safety of vulnerable customers. By paying attention to signs of financial or emotional distress, they can activate internal procedures we have in place in order to guarantee an additional level of care.

We work in close proximity with different teams and departments to ensure flexibility across the board, and so that everyone involved in the process is aware of our customers’ needs.

How will we adjust our services to your needs?

If you’re visually impaired, we can offer you a phone call so that you don’t have to rely on a screen reader to get help when you need it. If you’re  overcoming gambling addiction, you can activate a gambling block on our app. If you are elderly and you’re struggling with using our app, no worries - we have dedicated people to guide you step by step in getting what you need.

If you’re in a situation of financial abuse and need help escaping it, you don’t need to write it down or leave it on record - we can take the hints, and we can help by activating local health and security structures, wherever you are. If you’re unemployed or in a dire financial situation and can no longer afford to pay for your plan, don’t worry - just get in touch and we’ll help you out.

How can we help?

Let us know. We have different processes in place to help you, adjusted to your personal circumstances.

Dealing with the loss of a loved one, or in a place of financial difficulty? We’ll offer you resources and structures to help, even outside our own services.

If you’re in a situation of abuse, emotional or financial, and don’t know where to turn, please reach out. We’re here to support you.

If you have a physical disability and struggle to write on chat, let us know so we can  give you a call.

This is a commitment we take very, very seriously. Revolut strives to provide a more accessible means of managing finance, and this also means helping our clients navigate the difficulties of life, in whichever way they present themselves.

Your Champions are here for you. Reach out if you need us.

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