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Supporting Vulnerable Customers
If you have any questions, please speak with our member support team who are happy to help.
At Loqbox, we know that life can sometimes feel overwhelming. Many of us experience situations that make managing money or a membership more difficult. We want you to know you’re not alone. We’re here to support you.
When life feels more challenging
We know that circumstances can change, and at times, this can make managing money or membership more difficult. Some examples include:
• A sudden life change, such as job loss or bereavement
• Physical or mental health challenges
• Stress, anxiety, or difficulty coping with unexpected financial shocks
• Finding it harder to access or understand financial information
When things like this happen, we can feel vulnerable. Sometimes this can be for a short time, or in other situations, it can last longer. We may need some extra support, but we might find it difficult to ask for help.
Our commitment to fairness
Loqbox is committed to the FCA’s Consumer Duty, which means we must deliver good outcomes for all our members, including those in vulnerable circumstances. We regularly review how we support members and welcome feedback about how we can improve. To send us feedback, log in and tap the purple help button to chat with our team.
How Loqbox can support you if things get tough
We take a flexible, sympathetic approach because everyone’s needs are different. Some of the ways we can support you include:
• Flexibility in your membership: Cancel or downgrade anytime, with no fees. Plus, you can still keep access to our learning resources.
• Support when needed: If your circumstances change, we’ll look at ways to ease things for you and agree on the best approach together.
• Making things easier to understand: We can keep things simple. This could mean using plain language, bigger text, or another format that works best for you.
• No silly questions: If you’re ever unsure, we’ll walk you through any questions you may have, step-by-step.
• Quick and reliable: When you ask us to do something, we’ll follow through and get it done as promptly as we can.
• Fair outcomes: If things don’t go to plan, we’ll work with you to find a fair outcome.
• Respect and care: We’ll treat you with respect and care, whatever your situation.
Keeping your information safe
We understand that sharing personal details can feel difficult. Any information you provide will only be used to make sure we can support you properly. Your data will always be kept private and secure, in line with our Privacy Notice.
Need extra support?
We’re here to help if life feels challenging. If your circumstances are making things harder, let us know. We’ll listen with kindness and respect, and work with you to find the right support.
If you’re facing challenges, please reach out. We’re here to help.
• Talk to us your way: Email, live chat, or support form.
• Flexible options: We’ll adapt things to make them easier for you.
• Support from others: A friend or adviser can join you in live chat or help you draft an email.
• Always respectful: Our trained team will listen without judgment.
Other support available
We don’t provide personal financial advice, but we can signpost you to trusted, free, not-for-profit organisations.
If you have specific questions about your situation, the resources below may be able to help.
StepChange: Free, confidential debt advice and support: stepchange.org
Citizens Advice: Free, impartial advice on money, housing and legal issues: citizensadvice.org.uk
Gamban: Supporting individuals suffering from gambling-related harm: https://gamban.com/
Mind: Information and support for mental health: mind.org.uk
Surviving Economic Abuse: Supporting victims of economic abuse: https://survivingeconomicabuse.org/
Samaritans (116 123): 24-hour confidential emotional support.
When life feels more challenging
We know that circumstances can change, and at times, this can make managing money or membership more difficult. Some examples include:
• A sudden life change, such as job loss or bereavement
• Physical or mental health challenges
• Stress, anxiety, or difficulty coping with unexpected financial shocks
• Finding it harder to access or understand financial information
When things like this happen, we can feel vulnerable. Sometimes this can be for a short time, or in other situations, it can last longer. We may need some extra support, but we might find it difficult to ask for help.
Our commitment to fairness
Loqbox is committed to the FCA’s Consumer Duty, which means we must deliver good outcomes for all our members, including those in vulnerable circumstances. We regularly review how we support members and welcome feedback about how we can improve. To send us feedback, log in and tap the purple help button to chat with our team.
How Loqbox can support you if things get tough
We take a flexible, sympathetic approach because everyone’s needs are different. Some of the ways we can support you include:
• Flexibility in your membership: Cancel or downgrade anytime, with no fees. Plus, you can still keep access to our learning resources.
• Support when needed: If your circumstances change, we’ll look at ways to ease things for you and agree on the best approach together.
• Making things easier to understand: We can keep things simple. This could mean using plain language, bigger text, or another format that works best for you.
• No silly questions: If you’re ever unsure, we’ll walk you through any questions you may have, step-by-step.
• Quick and reliable: When you ask us to do something, we’ll follow through and get it done as promptly as we can.
• Fair outcomes: If things don’t go to plan, we’ll work with you to find a fair outcome.
• Respect and care: We’ll treat you with respect and care, whatever your situation.
Keeping your information safe
We understand that sharing personal details can feel difficult. Any information you provide will only be used to make sure we can support you properly. Your data will always be kept private and secure, in line with our Privacy Notice.
Need extra support?
We’re here to help if life feels challenging. If your circumstances are making things harder, let us know. We’ll listen with kindness and respect, and work with you to find the right support.
If you’re facing challenges, please reach out. We’re here to help.
• Talk to us your way: Email, live chat, or support form.
• Flexible options: We’ll adapt things to make them easier for you.
• Support from others: A friend or adviser can join you in live chat or help you draft an email.
• Always respectful: Our trained team will listen without judgment.
Other support available
We don’t provide personal financial advice, but we can signpost you to trusted, free, not-for-profit organisations.
If you have specific questions about your situation, the resources below may be able to help.
StepChange: Free, confidential debt advice and support: stepchange.org
Citizens Advice: Free, impartial advice on money, housing and legal issues: citizensadvice.org.uk
Gamban: Supporting individuals suffering from gambling-related harm: https://gamban.com/
Mind: Information and support for mental health: mind.org.uk
Surviving Economic Abuse: Supporting victims of economic abuse: https://survivingeconomicabuse.org/
Samaritans (116 123): 24-hour confidential emotional support.
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