Vulnerable customers

We know that selling a house can be harder for people who are going through illness, bereavement, financial difficulty, or who simply find complex paperwork difficult to follow. We slow down, explain clearly, and give you time.

What we do

• We explain each step in plain language, without jargon.
• We never rush you to sign or agree to anything.
• We can speak to a trusted family member, friend, or adviser if you ask us to.
• We send information in the format that works best for you.

If you need support

Tell us what you need. If we identify that you might need extra help, we will ask how we can make the process easier. We will also record this on your file so everyone in our team treats you consistently.

If you have a vulnerability that affects your ability to make a decision, we may ask you to involve an independent adviser or family member before proceeding. This is to protect you, not to slow things down.