How Zeller Supports People with Additional Needs
At Zeller, we’re committed to treating all of our customers fairly, respectfully, and with care. We understand that running a business can be challenging and sometimes life events, health issues, or changing circumstances can make things harder.
Our Vulnerable Customer Policy explains how we identify and support customers who may need extra help, ensuring everyone can access our services and achieve fair outcomes.
What We Mean by Vulnerability
A customer may be considered vulnerable if their personal or financial circumstances make it harder to manage their account, understand information, or make decisions.
Vulnerability can be temporary or long-term, and it may relate to things such as:
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Physical or mental health conditions
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Bereavement or significant life events
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Financial stress or reduced resilience
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Communication, language, or digital barriers
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Fraud or scams
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Reduced confidence or capability when making financial decisions
Not everyone in these situations will need extra support. But if you do, we’re here to help.
How We Can Support You
If you let us know that you might need additional support, we’ll listen carefully and work with you to make things easier.
Depending on your circumstances, we may be able to:
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Explain things more clearly or at a slower pace
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Allow extra time to make decisions or complete steps
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Communicate with you in the way that suits you best (for example, by phone or email)
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Provide written summaries to help you keep track of information
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Involve a senior or specially trained team member where appropriate
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Take extra care to prevent financial harm, including in cases involving fraud or scams
Every situation is handled with empathy, respect, and confidentiality.
How to Let Us Know
You can tell us about your situation at any time. There’s no formal process or paperwork required.
Simply contact our Support team and let us know that you’d like to discuss some additional support. We’ll talk through what might help, agree on any reasonable adjustments, and (with your consent) record this securely so you don’t need to explain again each time.
You can also ask us to change or remove any adjustments if your circumstances change.
How We Protect Your Information
We take your privacy seriously.
If you choose to share information about your health or personal circumstances, we’ll:
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Only record what’s necessary to support you
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Keep it secure and confidential
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Limit access to authorised team members
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Handle everything in line with data protection laws, including GDPR
We regularly review this information and remove it when it’s no longer needed.
If You’re Not Happy with Our Support
If you feel we haven’t treated you fairly or haven’t supported you appropriately, please let us know. We’ll prioritise your concern and investigate it promptly.
If you’re unhappy with our final response, you also have the right to contact the Financial Ombudsman Service.
Our Commitment to You
Supporting vulnerable customers is part of how we deliver good outcomes under the FCA’s Consumer Duty.
We regularly review our approach, train our teams to recognise and respond to vulnerability, and continually improve how we support customers. Because good service isn’t just about payments, it’s about people.
Need support now?
Contact our Support team and let us know how we can help.
Phone: 0800 917 9206
Email: support@myzeller.com
Want to talk to someone else?
MoneyHelper: A government-backed service with free, impartial financial information, tools, and support.
Mind: A charity that helps people understand and manage their mental health, with access to fair, effective, and compassionate support.
