For bank and building society staff
If you are supporting a customer who has experienced economic abuse, it can be daunting for both of you to talk about it.
This resource includes some discussion prompts that may make it easier for you to talk to customer about the abuse they have experienced, and to offer support.
Before beginning a conversation with a customer who has experienced economic abuse, we recommend reading our other resources:
On this page
If you have arranged a convenient time to speak with the customer and are returning their call, try to begin the conversation in a way that makes the customer feel at ease. Using some soft questions may help to make it clear you are there to listen and support them.
Discussion prompts:
If you are concerned about a customer and think that they may be experiencing economic abuse, you may wish to raise the topic in a gentle way without directly asking the question.
Discussion prompts:
Try to establish:
It may have taken the customer a long time to feel comfortable to disclose the abuse they have experienced. It is important not to judge them in the way you respond, or express shock at what you hear. They may have received judgmental responses previously, which may have made it harder for them to talk. It is also important not to offer your own opinion, such as “If I were you…” or to share personal anecdotes.
Offer a supportive and professional response that is sensitive to the issues the customer may be experiencing. This may encourage them to share further information about what they have experienced and to seek the bank’s support.
Simply taking the time to listen to the customer and making an effort to understand their situation can make a world of difference. They may not previously have spoken about the abuse, may not have been believed or their concerns may not have been taken seriously.
Discussion prompts:
Try to establish:
After providing a supportive initial response, find an appropriate moment to suggest the ways in which the bank can help the customer. This may involve asking further questions to ensure that you fully understand the extent of the issues the customer is facing.
The support that you can offer will depend on your bank’s policies. You may be able to adapt normal procedures to offer more support to vulnerable customers, such as:
Consider whether you could offer flexibility in these, and other, ways. Speak to the vulnerable customer team or management for more on what your bank may be able to do. Your bank may also have a policy on supporting vulnerable customers that you could refer to.
We have more information on how you may be able to support a customer to reach economic safety. You also may find it useful to refer to the 2021 Financial Abuse Code for guidance on the support you could offer.
Discussion prompts:
Try to establish:
The customer may need support in areas that are beyond the remit of the bank. Remember that you are not there to solve everything.
Familiarise yourself with internal and external sources of support relevant to the customer. You are not expected to know every charity or support organisation. However, being familiar with key organisations and internal support available will make a big difference to the customer and their continued journey with you.
If a customer has not sought support previously, they may find it helpful to speak to a specialist domestic abuse organisation. Depending on the customer’s situation, it may also be useful to refer them to specialist debt services or independent legal advice. We have a list of organisations that can provide support to victim-survivors of economic abuse.
Discussion prompts:
Try to establish:
It may at times feel that there is a limited amount you can do to support the customer. Listening to them and letting them know that the bank can support them may give them the confidence to seek further support. Remember to be guided by the customer’s pace. It might be that they need several conversations before they are ready to take the next steps.
You may find a conversation about economic abuse challenging and draining. The conversation may raise issues that affect you personally, or the customer’s experience may have an emotional impact. It is important to seek support if you need it. Does your work have an employee assistance programme or is there a colleague with whom you can speak about how you are feeling?
Updated March 2022
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