How does Altery support vulnerable customers?

September 7, 2023

Your needs and safety are our priority. We understand how important it is to be flexible in supporting our customers and meeting their needs. That’s why we’re committed to making your experience with Altery smooth and accessible.


What can make a customer vulnerable?

Determining whether a customer is vulnerable is a fluid process because there are many different forms of vulnerability. Any of our customers may become vulnerable at some point of their journey with us. From physical or mental health struggles to significant life events, age-related or language difficulties, there’s a broad spectrum of criteria that we’re ready to accommodate in our services.


The Financial Conduct Authority (FCA) defines a vulnerable customer as “someone who, due to their personal circumstances, is especially susceptible to detriment”. It’s our responsibility to support all our customers and rest assured that we’ll strive to meet any additional needs you may have.


How can I let you know about my needs?

If you have any questions about how we can support your needs, please let us know via:

  • Email – [email protected]
  • Submit a ticket – via the ‘Support’ section of your personal area on our website or in-app
  • Phone – +442081911211 (08:00 – 16:00 UTC on weekdays)


At Altery, we stick to a tell us once policy to save you the hassle of reminding us about your needs every time we chat. If, at any point, your circumstances change, this article will tell you how to inform us of any further adjustments.


How will you help?

We have many different procedures designed to best support you depending on your individual circumstances and requirements.

For example, if you’re struggling to use our app, we can guide you step-by-step. Or, if you’re hard of sight, we’ll give you a call instead. Whatever the circumstance, long-term or short, we’ll do our best to help.

Of course, any information provided will remain secure and confidential, just get in touch and we’ll be here for you.

Can’t find what you’re looking for?​

Write to us about your issue and we will try to resolve it as soon as possible.​