External Support

You may come across customers who have only recently suffered a life or health event that makes them vulnerable. They may not have previously sought assistance/support. Although it may not always be appropriate for advisers or other staff to signpost customers to external organisations if they do not ask for assistance or information, it would be appropriate to do so in many instances.

You may wish to speak to your firm’s vulnerability champion or your RCM for guidance in the first instance but here we list some external organisations and authorities that we are happy for advisers to refer customers to:


NHS 111 for help (non-emergency) with a health problem/ NHS Direct Wales on 0845 46 47/

Health and Social Care in Northern Ireland  www.hscni.net/

Macmillan Cancer Supporthttps://www.macmillan.org.uk/about-us/contact-us or call 0808 808 00 00

British Heart Foundation https://www.bhf.org.uk/ or call 0300 330 3322

British Lung Foundation https://www.blf.org.uk/get-in-touch or call 03000 030 555

The Stroke Association https://www.stroke.org.uk/about-us/contact-us email helpline@stroke.org.uk or call 0303 3033 100

MENCAP https://www.mencap.org.uk/advice-and-support for people with learning difficulties

Royal College of Speech and Language Therapy –https://www.rcslt.org/help-and-support/contact-us/

Mental Health

The Samaritans (0845 790 9090) for suicidal or despairing people.

MIND, https://www.mind.org.uk/about-us/contact-us/ , call 0300 123 3393 or email info@mind.org.uk for details of local services.

Debt Advice

–     Citizens Advice https://www.citizensadvice.org.uk/about-us/contact-us

–     Money Advice Service https://www.moneyadviceservice.org.uk/en


Refuge https://www.refuge.org.uk/ for victims of domestic violence

Office of the public Guardian opg.safeguardingunit@publicguardian.gov.uk, telephone 0115 934 2777, textphone 0115 934 2778 – for questions related to Power of Attorney

Victim Support on 08 08 16 89 111 or www.victimsupport.org.uk, for victims of frauds or scams

Unseen UK Modern slavery and exploitation helpline – 08000 121 700 or visit https://www.modernslaveryhelpline.org/


Dial the Police non-emergency number 101 if you suspect a crime has been committed. Always dial 999 if someone is in immediate danger.