Our Customer Wellbeing Commitment
At Charleston Financial, we are deeply committed to supporting and empowering all our customers, especially those who may be more vulnerable or facing challenging circumstances. We recognise the importance of creating an inclusive and accessible environment for everyone, and we strive to uphold this commitment through various initiatives and internal practices
Health
Health conditions or illness that affect the ability to carry out day to day tasks
- Physical disability
- Severe or long term illness
- Hearing or visual impairment
- Poor mental health
- Addiction
- Low mental capacity or cognitive impairment.
Resilience
Low ability to withstand financial or emotional shocks
- Low or erratic income
- Over-indebtedness
- Low savings
- Low emotional resilience.
Life Events
Negative life events
- Income shock i.e. retirement, job loss, redundancy or reduction in hours
- Bereavement
- Relationship breakdown
- Domestic abuse
- Caring responsibilities
- People with non standard requirements such as people with convictions, care leavers, refugees or asylum seekers
Capability
Low knowledge of financial matters or low confidence in managing money (financial capability). Low capability in other arears such as literacy or digital skills
- Low knowledge or confidence in managing finances
- Poor literacy or numeracy
- Low English skills
- Learning difficulties
- No or low access to help or support.
Extra support we can offer
We can tailor our service and provide extra support to make things easier. If you tell us what you need, we can note it on your account so you don’t have to repeat yourself in future (unless your circumstances change).
- Understand: we can record your communication preferences and take extra care with how we explain things.
- Flexibility: we can adjust appointment times, pace, and how information is shared.
- Safety: your information is confidential. We can take extra steps if you’re worried about coercion or abuse.
- Accessible: we can discuss alternative formats and reasonable adjustments where possible.
- Signposting: we can point you towards support organisations where appropriate.
- Support: our team is trained to support you through your enquiry and help you understand your options.
How to tell us
If you’d like us to make adjustments, please speak to us as early as you can. Call us on +44 1908 972491 and let us know what would help (for example: “I need more time”, “please email summaries”, or “please speak to my trusted person if I’m present”).
If you’re contacting us on someone else’s behalf, we may need consent or appropriate authority (for example, Power of Attorney) before we can discuss personal details.
Support directory
If you or someone else is in immediate danger, call 999.
The directory below lists useful organisations by situation. If you’re not sure which applies, call us and we’ll help you find the right support.
Health
| Situation | External support |
|---|---|
| Diagnosis of illness |
|
| Hearing and/or visual impairment |
|
| Ill health or recovering from ill health |
|
| Physical disability |
|
| Poor mental health |
|
| Severe or long-term illness |
|
| Power of Attorney / third-party support |
|
Life events
| Situation | External support |
|---|---|
| Child birth |
|
| Job loss |
|
| Refugees |
|
| Armed forces |
|
| Caring responsibility |
|
| Bereavement |
|
| Homelessness |
|
| Relationship breakdown |
|
| Domestic abuse |
|
| Gender sensitivity |
|
Resilience
| Situation | External support |
|---|---|
| Income shock |
|
| Low emotional resilience |
|
| Victim of crime |
|
Capability
| Situation | External support |
|---|---|
| Low literacy and numeracy skills |
|
| Mental capacity limitations |
|
| Cultural differences |
|
| Learning impairment |
|
Our six core values
- Integrity
We will treat your business with integrity, always acting in the best interest of our customer. - Honesty
You can expect our team to be honest from day one through to completion. We are all here to achieve the same goals. - Communication
We will keep you updated throughout the process, by email, telephone and text. - Transparency
Our clear, illustrated rates and fees mean that we will never charge application or upfront fees. - Knowledge
Our team is happy to share our knowledge and expertise to ensure confidence in the service and products provided. - Commitment
We are dedicated to building long term relationships. We are a reliable partner, ready to help your business grow.
Thanks again for arranging my commercial mortgage, if it was not for you the whole project would have come to a halt as no other broker or lender was interested. I know where to come next time.
