Your needs and safety are important to us. We understand that a customer may need additional support because of their personal circumstances.
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 in 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.
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 - support@altery.com
- Text us - via the ‘Support chat’ section of your personal area on our website or in-app
- Telegram - @altery_supportbot
- Phone - +442081911211 (during our working hours)
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.