Accessibility I have limited access to public spaces and social events, which can lead to social isolation and reduced opportunities for interaction and inclusion. I have difficulties in accessing information, finding support, and using technology. I have specific accessibility needs and need to discuss / I need personalised financial support I need all communication to be digital Addiction to alcohol or drugs My dependency may affect my decision making so I need any decisions reconfirmed I need to restrict my access to credit I need to discuss my circumstances with somebody who I can trust Affected Other I need to discuss my circumstances – my income is being impacted because of someone else's actions I need to discuss what I need to do to act on someone else's behalf I need help protecting my finances from the actions of someone else / I need to set up automatic payments for certain bills I am at risk of having my identity used by somebody else Bereavement I am newly on my own, and am not used to making decisions alone. I have lost someone close to me, and it is affecting my ability to manage my affairs I need help in sorting out joint finances My income has been affected owing to the loss of a partner / loved one and I need to discuss future steps and understand my options / change in the services you provide Probate has impacted my cashflow and I need to discuss how I manage while this is resolved. Coercion Please be aware that any applications for credit or terms may not be of my free will. I no longer have control over my own finances. I find it hard to afford necessities like food, housing, and transportation. The consequences of financial abuse have made it extremely difficult for me to regain my financial stability and independence. I am paying back debts I was coerced into / my credit history has been affected through coerced debt. I am / I have been a victim of illegal money lending / a loan shark Cognitive disorder Please [use] clear and simple language, allow extra time for processing information, and avoid complex instructions or quick speech. I have memory loss, so please follow up any conversations in writing, with clearly understandable language. Please follow up any conversations with a written summary. I need somebody to act on my behalf when communicating with service providers Coronavirus Long Covid has led to lingering symptoms including fatigue, shortness of breath and brain fog. Covid led to anxiety, depression, and other mental health challenges. Dyslexia Use short, simple sentences and avoid jargon. Speak clearly and directly, avoiding complex explanations. Use large font sizes on documents and displays, and key points in text. Please use coloured paper or backgrounds that may aid readability. Offer audio versions of information where possible. Use bullet points and lists to break down information. Financial capacity I struggle to make appropriate decisions about my finances. I sometimes find it difficult to understand my finances, products, and services. I need extra support around budgeting, saving, investing, and managing debt. I need all conversations to be summarised in writing Financial difficulty My financial situation is impacting my mental and physical health, and I need help to understand my options and how to get things under control I need help prioritising my bills / I need help to manage all my debts together and not deal with multiple organisations My income is lower than my outgoings/ I am in budget deficit – I need help to identify what steps I can take I need to discuss a repayment plan / payment break I am in temporary financial difficulty and need to discuss managing this period without getting further into debt Gambling addiction I chase losses with further gambling and need support. My decision making is sometimes affected by my addiction and need any decisions to be reconfirmed I need gambling-related transactions to be blocked / I need spending limits introduced I need help identifying when I have reached a spending threshold / help with budgeting Hearing – Deaf [ replicated for Partially Deaf] I would like every communication to be written. I cannot use the telephone. I would appreciate sign language services by video call. Please speak slowly and clearly when talking to me. Lifecycle event I am newly on my own and am not used to making decisions alone and require support. My relationship has broken down which has impacted by finances short-term and need to discuss my options / need help with existing joint financial arrangements I am facing a temporary loss of income owing to illness / pregnancy / job loss and need to discuss flexible management of my finances Limited or No English Language I would appreciate if conversations could use translation services. I would like written communications to be translated. I might ask a member of my family or a friend to take calls for me. Limited technological capability I struggle to access information online, navigate websites, or use online forms to resolve issues. I would like simple, step-by-step instructions in plain language. I prefer to speak with a customer service representative over the phone rather than engaging through digital channels. I need an alternative to online banking or chat rooms or Apps Loneliness/isolation I have Increased Risk of Mental Health Conditions, like depression, anxiety, and suicide so would appreciate a trusted person / a single point of contact I have nobody to support me in managing my finances I need help ensuring I do not become a victim of fraud or a scam Low level of literacy Please use voice-based services if possible. Please use simple language. I will struggle to understand written communications Low level of numeracy I struggle to understand percentages or decimals. I struggle to calculate total costs based on quantities and price per unit. I misunderstand complex billing methods. Please use clearly explain interest and fees, and total prices. Mental health My memory is affected, so I would like any conversations to be followed up by an email summary. My decision-making is affected, so if I am required to make a decision, I would like clear information and time to consider it. I would like a choice of communication channels / I am being overwhelmed by the number of communications I am getting. I struggle to understand complex processes or detailed product information / I need to discuss my circumstances with a staff member and help understanding my options I need a family member / friend to help manage my accounts. Neurodevelopmental Disorders I cannot take or make phone calls and may ask a family member to do it instead. I might become non-verbal due to a situation and be unable to process the information or ask appropriate questions. I may not be able to concentrate for periods of time so communication needs to be adapted. Old age I have short-term memory loss, potentially impacting daily functioning. I feel at risk of dementia and need to discuss my circumstances. I am facing reduced mobility and this affects my ability to deal with my affairs. I need communication to be in writing Physical disability I have Accessibility Barriers, which limit my access to buildings, transportation, healthcare, and the workplace, leading to social isolation and reduced participation in daily activities. Mobility impairments make mobility difficult for me I need telephone or video banking / voice activated banking / I cannot use PINS I need fast-tracked support for my condition Physical health I need telephone or video banking / voice activated banking / I cannot use PINS I need fast-tracked support for my condition I am sick or have a disease which impacts my ability to communicate . Some products need adapting for me. Risk of Homelessness I am at risk of losing my home and I need to discuss how you can help reduce my outgoings in the short-term I need emergency financial support / access to hardship funds I need to discuss flexible payment options I need to discuss how to manage my finances if I have no fixed address Sight – Blindness [replicated for Partial Sight] Please use braille in communications with me. Please use large print in communications with me. Please give me telephone support. Please use accessible chat platforms that allow for screen reader compatibility and keyboard navigation. Speech, Language, Communication Differences I may require more time when speaking There may be periods of silence when responding or during conversation I might ask to nominate someone to speak on their behalf I might want to use 'text to speech' software to communicate verbally I may repeat words or sounds whilst speaking Please do not interrupt me Unpaid Carer I need help with my finances – my income has unexpectedly reduced I am in debt because my ability to work has temporarily been removed I need to receive paper / text communication – my time is impacted I need a phone number to call an appropriate representative directly because it is difficult to manage my time because of caring responsibilities I need help understanding how I can act on someone else's behalf Victim of Fraud Fraudsters may use my personal information attempting to open fraudulent accounts or incur debts in my name. Extra authentication needs to be in place I have lost money or assets as the result of fraud which have impacted my finances and I need to discuss my options. I am being chased for debt that I have not incurred and need to discuss with someone I have increased vulnerability to fraud and need help to protect myself My credit history has been affected by fraudulent activity and I need help resolving it