For employersCommunity
Join us
Legal

Vulnerability and fair treatment

What we mean by vulnerability

At London Mutual Credit Union, we recognise that anyone can experience vulnerability at some point in their life.

This might be due to health issues, changes in personal circumstances, financial pressures, or difficulties with confidence or understanding. Vulnerability can be temporary, long-term, or situational — and it can affect any of us.

How it can affect your experience

Being in a vulnerable situation can sometimes:

  • Make it harder to understand or act on financial information

  • Limit access to products or services in the way you’d prefer

  • Increase the risk of poorer outcomes compared to other members

Our committment to you

The FCA Consumer Duty requires us to deliver good outcomes for all members, including those who may be vulnerable. We take this responsibility seriously, and our approach is guided by the four Consumer Duty outcomes:

    Products and services

    We design and review our products to ensure they are fair, inclusive, and suitable for a wide range of needs.

    Price and value

    We keep costs fair, transparent, and proportionate to the benefit members receive.

    Consumer understanding

    We communicate in a clear, accessible way, avoiding jargon and offering extra support where needed.

    Consumer support

    We provide help when things go wrong, adapt our approach where needed, and proactively monitor service quality.

Helping us to serve you better 

If you are comfortable sharing circumstances that may affect your experience with us, this can help us provide tailored support — such as extra time, information in alternative formats, or signposting to specialist help.

Refer a client to us

If you work for an agency or support service, you can use our referral form to introduce a client who may benefit from joining the credit union.
Client referral form

Struggling financially?

If you’re an existing member and your circumstances have changed, we can help. Visit our financial difficulty page to see the options available.
Financial difficulty page

Helping someone with their account

A trusted third party can, with the right permissions, help you manage your account. Find out how this works and the safeguards we have in place.
Third party information

Specialist support

Our Financial Wellbeing Specialist is available to provide one-to-one guidance, signposting and support to members in vulnerable circumstances.
Wellbeing specialist

Trusted organisations

See a list of trusted local community and voluntary organisations providing services within the communities we serve.
Local organisations