Vulnerable Customer Policy

Our commitment

Don't Pay That is committed to treating all customers fairly, with particular care taken to identify and support customers who may be in vulnerable circumstances. This policy follows recognised good practice on consumer vulnerability and reflects the reason this business exists: helping people who feel powerless against unfair charges.

What is a vulnerable customer?

A customer may be considered vulnerable if they are experiencing:

• Health difficulties: physical or mental health conditions, including anxiety, depression, or cognitive impairment.
• Life events: bereavement, relationship breakdown, job loss, or other significant changes.
• Financial distress: over-indebtedness, financial hardship, or difficulty managing payments.
• Resilience issues: low confidence in dealing with organisations or difficulty understanding correspondence.
• Capability issues: low literacy, language barriers, or limited digital access.

Vulnerability may be temporary, sporadic, or permanent. We do not require customers to formally disclose a vulnerability to receive additional support.

How we support vulnerable customers

• We provide plain English throughout our service and avoid legal jargon where possible.
• We recognise indicators of vulnerability and respond with empathy and appropriate care.
• We can provide communications in alternative formats upon request (e.g. larger print, simplified summaries).
• We will never apply pressure tactics or artificial urgency to customers who indicate they are struggling.
• Refunds for vulnerable customers are processed as a priority.
• If a customer appears to be in distress during an interaction, we will pause, check in, and signpost to relevant support organisations.

Disclosing a vulnerability

You do not need to disclose personal information to use our service. However, if you would like us to tailor our support to your circumstances, please let us know when you contact us. Any information you share will be handled sensitively and in accordance with our Privacy Policy.

Useful support organisations

• Citizens Advice: Free, independent advice on debt, benefits, and legal issues.
• StepChange: Free debt advice and support.
• Mind: Mental health support and advice.
• Samaritans: Emotional support, available 24/7 on 116 123.

Contact

To request additional support or to raise a concern about how we have treated you, please contact us. You may also use our Complaints Procedure.