Customer vulnerability

Vulnerability can be temporary, intermittent, or long term. Different situations can make it harder to manage your finances or interact with us. Some examples include:  

Life Events  

• Bereavement or caring responsibilities  

• Job loss or reduced income  

• Separation, divorce, or relationship breakdown  

Health/ Wellbeing 

• Long-term or serious illness  

• Physical or mobility difficulties  

• Sensory impairments (e.g. low vision, hearing loss)  

• Stress, anxiety, depression, or other mental health challenge 

Capability  

• Lack of confidence when conducting FX Transfers  

• Emotional shock to market movements  

• Digital Skills  

Sometimes circumstances change, and you might start to worry about your money. Major life changes, like a bereavement, experiencing a health crisis or the overwhelming worry or rate changes. Times like these, it can be tough to acknowledge and admit you need support, but we’re here to help you.  

Managing money across borders can feel harder if you’re going through these difficult times or require extra support. Lumon is committed to providing support that is flexible, respectful, and accessible for every client.  

If you’re in a vulnerable situation or need us to adjust how we support you, please let us know so we can help. 

We’ll work with you to find adjustments that make using Lumon easier and safer for you Depending on your needs we will tailor our approach to ensure you receive the best possible journey when completing your overseas payments, weather that’s in our communication to you or the support and accessibility.  

You can contact us in the way that feels safest and easiest for you:  

Phone  

• Call us to let us know you would like to talk about extra support or adjustments.  

• See our phone numbers for our different locations: https://www.lumonpay.com/get-in-touch/#telephone-numbers    

Email  

• Email us at customerinformation@lumonpay.com  

You only need to share the information you are comfortable sharing; we will never pressure you to disclose more When you share information about a health condition, difficult life event, or other vulnerability, we treat it with care.  

Confidentiality  

• Only colleagues who need to know this information to support you will have access to it.  

• We will not use it for marketing or unrelated purposes.  

Recording your needs  

• With your Explicit consent, we may record details of your vulnerability this is to ensure staff tailor their approach to support you at every step. This helps us avoid asking you to repeat your situation every time you contact us.  

• For more detail on how we use and protect your data, see our Privacy Policy (Please hyperlink the privacy policy) 

Resources: Get help from organisations and support groups  

• Mind Offer mental health support through information and support helping individuals find the help they need   

• Call 0300 102 1234 for support or visit mind.org.uk   

• Citizens Advice Network of charities offering confidential advice online, through the phone or in person free of charge. Call 0800 144 8848 or visit https://www.citizensadvice.org.uk/  

• Age UK Offering initial free legal advice on Wills and Probate, including downloadable guides on estate planning, what to do when someone passes, and Power of Attorney accessible via their national Advice Line. Call 0800 678 1602 or visit https://www.ageuk.org.uk/  

• Action Fraud- National reporting centre for fraud and cybercrime. Provides advice and information on how to protect yourself from fraud Call 0300 123 2040 or visit www.actionfraud.police.uk