PCCU recognise that any of us could have vulnerabilities that mean we require extra support and assistance to manage our accounts.
It is estimated that 53% of the UK population is considered vulnerable, needing extra support due to a health, life event, resilience or capability issue.
PCCU has a responsibility to identify and assist account holders who have vulnerabilities. We encourage account holders to inform a member of the staff team if they have an issue which is making it hard to manage their account at PCCU.
We value all account holder of our credit union and if you are having difficulties in meeting your payment obligations, we would urge you to contact the Member Solutions team to discuss your options, you can more information here.
We understand that account holders that require extra assistance are not difficult people but are suffering from a difficult situation or issue where they face challenges which need extra support. For example we know that 14.2 million UK adults have low financial resilience and are always striving to provide information, accounts and education in an easy to read way that supports the community.
We understand that an account holder needs to trust PCCU to handle the information we are given and as a credit union we need to trust that an account holder will inform us when things are difficult or situations change. We understand the issue you may be facing could be temporary, you may need space to deal with the situation, as a credit union what we ask for is communication.
‘Tell us once’
PCCU has implemented the ‘tell us once’ approach. Once we know, staff should be aware of the extra support an account holders needs to operate their account or to interact with the credit union. The table below explains some of the ways PCCU can provide extra support to help people manage their accounts
We are not the experts
We have consulted with experts from charities, our governing bodies and organisations that support people to find the best ways to identify and assist account holders who require additional support, our staff have been given training to collect the right information and provide the tools to signpost to specialist organisation where appropriate. These organisations support people with vulnerabilities in areas ranging from housing, gambling, addiction and mental health everyday.
If you want to speak to a member of the team about additional assistance you may need to manage your PCCU account you can telephone 01282 691333, speak to the team on our secure mobile app, visit one of our three branches, email email@example.com or leave your details below for a member of staff to contact you back