As Viva.com, we realise that in today’s increasingly digital societies, we play a major role in the lives of our customers. They rely on us to provide banking and payment solutions, but our role extends way beyond that. Considering how important financial services are, we are committed to ensuring that all our customers are treated fairly and have equal access to products and services, especially those that may be facing challenges in their personal lives.
The FCA defines a vulnerable individual as someone who due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care. Vulnerability doesn’t simply refer to financial difficulties, but a multitude of other challenges that millions of people face, such as cognitive or physical disabilities, severe or long-term illnesses, addictions and learning difficulties, just to name a few. In fact, vulnerability should not be thought of as a specific situation, but as a wide spectrum that everyone is susceptible to fall into, under specific circumstances.
This is why we make sure that we can recognize and understand vulnerability and respond flexibly to the needs of our vulnerable customers. Our staff has and will continue to undertake trainings, in order to be as helpful and effective as possible in those situations.
We’ve established a specific team, dedicated exclusively to supporting and guiding vulnerable customers at every step of the way, whilst adapting to their specific needs. As some vulnerable individuals may be hesitant to explain their situation to a large institution or corporation, we employ skilled and highly trained professionals prepared for many different scenarios.
If a vulnerable customer wishes to come to contact with our dedicated team, they know that they can do so using any of our available channels. The live chat on our website is available 24/7, whilst there’s always the option of our e-mail address: uksupport@viva.com
Of course, our customers can also contact us by phone (+44 20 37347770), which can be found in our site and the “Contact Us” section.
In case you currently find yourself in a vulnerable situation, we strongly encourage you to contact us via any of our communication channels. Our dedicated team will do everything in their power to make sure that your experience with Viva.com is adjusted to your needs and we will be very happy to hear your thoughts on how to improve moving forward.