Halifax has launched a new process for advisers with clients in vulnerable circumstances.
The service will allow advisers to contact the lender if customers require additional support, whether they are a new or existing customer.
Halifax said: "We want all customers to be able to have the full use of the mortgage product or service they hold with us and understanding customers' additional support requirements means we can be flexible to their needs."
If brokers need to tell Halifax of a customer’s additional support requirements due to vulnerable circumstances, they can call the new business intermediary team on 0345 030 6253 from 8am – 6pm Monday to Friday.
A dedicated colleague from Halifax's vulnerability team will then call back to discuss requirements by the close of business the next business day.
Advisers will need the customer's name and mortgage roll number and mortgages must have completed before accessing the service.
In a note to brokers, Halifax added: "Please remember that before calling you need to make sure you have captured any disclosures correctly and ask the customers permission to record and share this information with us so we can support them in the future."
Recent research found that 56% of UK adults could be identified as vulnerable under the categories of Consumer Duty.
The FCA’s Consumer Duty requires financial services firms to act to deliver good outcomes for all retail customers. It requires them to consider the needs, characteristics and objectives of their customers – including those with characteristics of vulnerability – and how they behave, at every stage of the customer journey.
