At ANNA, we’re committed to making sure that all of our customers get fair and respectful treatment – especially when life events, health issues, or changing circumstances make things more challenging
Our Vulnerable Customer Policy explains how we identify and support customers who may be in vulnerable situations.
1. How We Define Vulnerability
Sometimes, personal or financial circumstances can make it harder to manage your money or interact with ANNA.
Your vulnerability might be long-term, or it might be temporary, and it could be linked to things like:
- Illness, mental or physical health issues
- Bereavement or major life changes
- Financial stress or unexpected hardship
- Language, digital, or communication barriers
- Fraud or scams
- Low confidence or capability when making financial decisions
Whatever the reason, we’re here to help.
2. How We Can Support You
Running a business can be hard and stressful, and there can be a temptation to act as though you’re always in control – that you’re completely on top of everything. But all of us have moments of vulnerability, and it’s not a weakness to ask for help when you need it.
If you tell us that you might need extra help, we’ll always listen and look for ways to make things easier. Depending on your situation, we can:
- Explain things more clearly or slowly
- Offer extra time to complete forms or make decisions
- Communicate in the way that suits you best (for example, by phone or chat)
- Review or refund specific fees when it’s fair to do so
- Connect you with a senior member of our team who’s trained to help vulnerable customers
Every case is treated with empathy, respect, and confidentiality.
3. How to Let Us Know
You can tell us about your situation at any time – there’s no formal process or paperwork. Just contact us through in-app chat or email at support@anna.money and let us know that you’d like to discuss some extra support. We’ll talk about what might help, agree on any reasonable adjustments, and record this securely so you don’t need to explain again each time. You can also change or remove any adjustments at any time, if your circumstances change.
4. How We Keep Your Information Safe
If you share information about your health or personal situation, we’ll handle it carefully and in line with data protection laws (GDPR). We only record what’s needed to support you, we keep it secure, and only authorised team members can access it. We review these records regularly and delete them when they’re no longer needed.
5. If You Have a Complaint
If you ever feel we haven’t treated you fairly or your situation wasn’t handled properly, please let us know. We’ll prioritise your complaint, look into it quickly, and if we’ve made a mistake, we’ll put it right. You can also contact the Financial Ombudsman Service if you’re unhappy with our final response.
6. Our Commitment
We regularly review our support for vulnerable customers to make sure our approach remains fair, effective, and in line with FCA standards and our Consumer Duty. Everyone at ANNA is trained to spot and support vulnerability – because good service means caring for people as well as products.