Brokers can inform the bank of potentially vulnerable clients
Metro Bank has launched dedicated online hubs to support both brokers, who may be working with a vulnerable client, and customers going through a period of vulnerability themselves.
The bank has launched a Vulnerable Customer page on its intermediary website to help brokers understand how to identify a vulnerable customer, and a Mortgage Payment Support page for customers who are worried about their finances.
Metro Bank said brokers could make it aware of a potentially vulnerable client by including this information within the application notes. The bank would then call the customer directly to discuss ways it can support and manage any concerns.
“No one is exempt from feeling the pressures of the cost-of-living, and we want to do what we can to help our customers,” stated Charles Morley (pictured), director of mortgage distribution at Metro Bank.
“Metro Bank prides itself on offering high-quality service and convenience, and this extends to supporting customers through periods of financial vulnerability, or identifying when they may be at risk of becoming vulnerable.”
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