A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to financial and/or personal harm.
They might need extra support with their mortgage application. If you believe your client could be vulnerable, and they're happy for you to share this information, you can add a note in our Mortgage Application Tracking System (MATS).
We won’t contact them during the application process. But by letting us know, we can figure out how best to support them in the future. And don’t worry, this won’t impact the application process.
If your client is an existing Santander customer and is experiencing financial difficulty, please ask your client to call us directly on 0800 085 1135.
If you'd like to speak to us on their behalf, we'll need either:
- a signed Letter of Authority from your client, or
- your client to be with you when you call.
To help identify and better understand customer vulnerabilities, please see our vulnerable customers guide.