Metro Bank has created an online hub to offer support and resources to brokers who may be working with a vulnerable client or direct to the customers themselves.
The vulnerable customer page is on its intermediary page and will help brokers understand how to identify a vulnerable customer.
There is also a mortgage payment support page for customers to visit if they are concerned about their finances.
The lender said that brokers can make the firm aware of a potentially vulnerable client by including this information in their application notes.
Metro Bank will then call the customer directly to discuss support available and talk through potential concerns.
Charles Morley (pictured), director of mortgage distribution at Metro Bank, said: “No-one is exempt from feeling the pressures of the cost of living, and we want to do what we can to help our customers.
“Metro Bank prides itself on offering high-quality service and convenience and this extends to supporting customers through periods of financial vulnerability, or identifying when they may be at risk of becoming vulnerable.”
Anna is currently the deputy editor for Mortgage Solutions and editor for Specialist Lending Solutions. She has worked as a journalist since 2019, having secured her Gold Standard NCTJ diploma from News Associates in a fast-track six-month course.
She started her career as a report at specialist publication The Insurance Insider covering a wide range of areas before joining Mortgage Solutions and Specialist Lending Solutions in 2021.
In her role, she helps put together and structure the news agenda for the day and writes up press releases, reports, interviews, analyses and exclusives across both titles. She also commissions blogs for Specialist Lending Solutions and hosts online masterclasses and in-person events across the business.
She has been shortlisted for three journalism awards, which include BIBA Journalist and Media Awards Scoop of Year Award in 2020, Headline Money Mortgage Journalist of the Year Award (B2B) in 2022 and 2023.
Prior to being a journalist, Anna worked in ecommerce across Snow + Rock, Cycle Surgery and Runners Need websites, and before that worked at specialist financial PR firm Rostrum.
In her spare time, Anna enjoys reading, seeing live music, and cooking for friends and family. When she gets a chance, she also enjoys hiking, skiing and indoor rock climbing.
