Customer Vulnerability Policy


Supporting Vulnerable Customers

A customer is defined as being vulnerable if due to their personal circumstances they are more likely to suffer detriment, this can be for a variety of reasons such as:

A vulnerability may be permanent or it could be temporary because of changes in personal circumstances.


How do we support Vulnerable Customers?

At Be Fibre our aim is to protect the interests of our vulnerable customers and, where required, put measures in place to support our customers. We have a range of support tools such as providing your communications in accessible formats. We will also work with you if you are in financial difficulty and struggling to pay your monthly bills.

As vulnerability does not impact everyone in the same way, we train our customer facing teams to treat all our customers as individuals, so that we can always consider needs on a case-by-case basis.

We want to make sure that all customers, including those who are vulnerable, are treated fairly and equally. As we will not make assumptions with regard to a customer’s vulnerability we encourage customers that have specific accessibility needs or are in circumstances which could make them vulnerable to inform our customer facing teams when speaking with them. This could include any of the reasons above but this list is not exhaustive. These needs will be recorded in our systems, ensuring all employees are aware and take any appropriate action when required.


Managing your account

The easiest way to ensure that you do not miss a payment is to ensure that you pay your bills with us via direct debit, that way you will not need to worry about missing a bill or losing access to your services. If your payment is late, we will send you reminders and will offer you another chance to pay us.


It is important that you let us know if you are having trouble paying your bill so that we can help you. It is always better to get in touch as soon as possible so that you do not fall further in debt as you may incur additional charges. Our team are here to help you get back on track and keep up with your payments.


Keeping us up to date

You can get in touch with our customer support teams via live chat and phone. Our team will ask you for your permission to keep a record of any information that you share with us so that we can ensure that we can provide you with any additional support that you need.


Family and Friends Account Management

To make your contact with Be-Fibre as easy as possible, we want to ensure that support is in place to help if you are not able to contact us yourself. You can give permission for a third party to help manage your account and ensure payments are kept up to date. They will also be able to raise faults and complaints on your behalf.


The person that you nominate to contact us on your behalf will need to know your account details, including a password that will be placed on your account.


Below are the details of advisory organisations that can provide independent support to you:


Citizen’s advice


Phone (England): 03444 111 444

Phone (Wales): 03444 77 20 20


Citizen’s advice Scotland


Phone (Scotland): 03454 040 506


Money Advice Service


Phone: 0800 138 7777


National Debt line


Phone: 0808 0808 4000


Step Change


Phone: 0800 138 1111

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