Vulnerable customers

Any one of us can become vulnerable at any one time. Vulnerability is wide-ranging but you may experience it, even temporarily, if you’re recently bereaved, have become financially vulnerable or are living with dementia, for example.

Vulnerability can include any mental health concerns, so it’s important to get the support you may need. Mind, Rethink, Samaritans and SANE are just some organisations which are there to help.

Looking out for our more vulnerable customers and providing support, where needed, is important to us.

We have a Vulnerable Customer Working Group with people from across the business who meet regularly and an organisation-wide policy in place. This means we can ensure staff have what they need to support vulnerable customers effectively and sensitively.

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Good Things Foundation

We have partnered with the Good Things Foundation to support digital empowerment.

Digitally excluded individuals need devices, internet access, and the skills to use digital technologies and online services. The National Device Bank is a secure, sustainable, and socially responsible solution for corporate IT asset disposal so rather than dumping our unused tech, we have donated 350 laptops to this cause with more to follow.

Help a friend get online!

Go to the Foundation’s Learn My Way, which provides free, bite-sized courses to build essential digital skills. Perfect for beginners, available both at local UK hubs and online.

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Make a power of attorney

A power of attorney is a legal document which allows someone you trust to make decisions for you or on your behalf. This can last for any length of time, before or during a period of vulnerability.

Rest easy knowing you have someone trustworthy taking care of your health, care, finances and property. Read more about making a power of attorney and the different types.

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Accessible communications

Information in other languages

English not your first language? We provide some of our key information in other languages for members – Polish, Spanish and Romanian (our most popular website downloads). At the moment, we can only provide this service for key member information.

But if you need one of the key documents in another language that we don’t already provide, please call us on 0333 230 1399 or contact us.

Documents in other formats

If you struggle to access or understand any of our key documents and need them in another format – such as braille, large print, audio or easy read – please call us on 0333 230 1399 or contact us, we’ll be happy to help.

At the moment, we can only provide this service for key member information.

Talking to us over the phone

You might be worried about calling us if you have trouble hearing or speaking over the phone.

If this is a concern for you, you could use BT’s Relay UK service to talk to us. All you need to do is download a simple app and you can use it with your mobile or tablet. The Relay UK app is free.

Customise The People’s Pension website

We’ve added the Recite Me accessibility tool to The People’s Pension website.

This means that you can change how you view or listen to information on our website to suit your needs. If you have a disability or additional learning needs, for example, you’ll probably find some of the tools – speech functionality or reading support aids – useful.

To open the Recite Me toolbar, click on the ‘AA Accessibility’ button across the top of The People’s Pension website or you can read more about the tool first.

Plain English

Financial services are complicated enough and so we aim to keep things simple. We try to explain things using everyday language to help people understand financial products and make well-informed decisions.

If you come across some pension words and phrases you don’t understand, you can use our jargon buster to check what the key terms mean.

Committed to clear communications, we’re a corporate member of the Plain Language Commission.