Collections and Vulnerable Customers
Some customers are going through illness, loss, or crisis — and how you collect from them matters as much as whether you collect.
What you'll learn
- How to recognise possible vulnerability
- How to adjust your approach respectfully
- Why fair conduct protects your business too
- Where to direct customers who need help
6 min read
Recognising vulnerability
A customer may be vulnerable for many reasons — serious illness, bereavement, family breakdown, job loss, or mental-health difficulties. Vulnerability is often temporary and is not always obvious, so listen for it and take disclosures seriously. The aim is not to label people, but to respond to circumstances with appropriate care while still dealing with the debt.
Adjusting your approach
Where vulnerability is apparent, slow down and soften the approach. Communicate clearly and without pressure, allow extra time to respond, and be willing to put contact in writing if a phone call is distressing. Avoid repeated or aggressive contact. A calm, respectful manner is more likely to keep the customer engaged and is simply the right way to treat someone in difficulty.
Why fair conduct matters
Treating vulnerable customers fairly is not only ethical — it protects your business. Heavy-handed collection can lead to complaints, reputational harm, and disputes, and rarely improves recovery from someone who genuinely cannot pay right now. A measured approach preserves goodwill and keeps the door open to a workable arrangement once the customer's situation stabilises.
Pointing to support
If a customer is struggling, mention that free, independent help is available. The National Debt Helpline (1800 007 007) provides free, confidential financial counselling, and in an immediate crisis encourage them to reach out to appropriate support services. Where a debt needs professional handling, do it through respectful channels — see how to refer to financial counselling.
A note on advice
This is general information only, not legal, financial, or tax advice. Approaches to vulnerability should be tailored to the situation, so use judgement and seek advice on any obligations that apply to you.
Key takeaways
- Vulnerability is often temporary and not always visible.
- Slow down, reduce pressure, and communicate clearly.
- Fair conduct protects your reputation as well as the customer.
- Signpost free support such as the National Debt Helpline (1800 007 007).
Frequently asked questions
How do I know if a customer is vulnerable?
It is not always obvious. Listen for disclosures of illness, loss, or hardship and take them seriously. Respond with care. General information only.
Does being sensitive mean writing off the debt?
No. It means collecting in a fair, measured way — often through a realistic arrangement once the customer's situation allows.
What if a customer mentions they are in crisis?
Be supportive, avoid pressure, and point them to free help such as the National Debt Helpline, and appropriate services in an emergency.
Knowledge is good. Getting paid is better.
Merion's team recovers what you're owed — commission-only, no upfront fee.