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Attending to the needs of our
vulnerable customers

At ACE Union, we are dedicated to ensuring that our services are accessible and beneficial to all customers, including those who may be
vulnerable due to various circumstances. We recognize the importance of catering to their unique needs, and this Support Page is designed to provide the necessary assistance and information.

Why we care
Vulnerability can manifest in numerous ways. It could be due to age, health conditions, financial difficulties, or life events. Regardless of the reasons, we recognize the importance of extending a helping hand to those who may be more vulnerable, so they can enjoy the benefits of our services without unnecessary hurdles.

Understanding vulnerability
Vulnerability can arise from a variety of factors, including physical or mental health conditions, financial difficulties, recent life events, and age-related limitations. We are committed to ensuring that individuals facing these challenges can still enjoy the benefits of our services without facing unnecessary obstacles.

Identifying vulnerable customers
Identifying vulnerable customers is a crucial aspect of our commitment to inclusivity. We use a combination of self-disclosure
and behavioral indicators to identify customers who may require additional support.

Self-Disclosure: Customers can voluntarily inform us about their vulnerabilities when signing up or during their interaction
with us. We respect their privacy and ensure that this information is used
solely to provide better assistance.

Our approach to support
We understand that each vulnerable customer's needs are unique, and our approach to support reflects that.

Empathetic and Patient: Our support team is empathetic, patient, and attentive. We understand that some vulnerable
customers might require more time to understand our services, and we are here to guide them every step of the way.

Tailored Solutions: We offer personalized solutions that cater to the specific needs of each vulnerable customer. Whether it's
adjusting account settings, explaining transaction processes, or addressing security concerns, our team is well-equipped to

Communication Choices: We offer various communication channels, including email, chat,
and phone, to accommodate individual preferences. Vulnerable customers can choose the
method that suits them best.

Collaboration with experts
We collaborate with experts in the field of vulnerability support to continually enhance our services. This includes consulting with mental health professionals, financial advisors, and community organizations to ensure that our support is comprehensive and effective.

Getting in touch
If you or someone you know requires vulnerable customer support, you can reach us out at +44 161 414 0040 or contact us through in-app Chat option. You can also send us email at [email protected]

We are committed to creating a positive and empowering experience for all our customers, regardless of their circumstances.
ACE Union stands as a beacon of inclusive and supportive banking services, and our approach reinforces this commitment. We are here to make your experience with us seamless and fulfilling.