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Vulnerability is the term given to a customer who, due to a wide range of potential personal circumstance, might find it harder to use Wealthify. Whether it’s a sudden, one-off life event like a bereavement or job loss; a long-term illness or disability; restricted technical or financial knowledge, vulnerability can affect people of all ages and backgrounds.
When getting in contact with us to discuss extra support, we appreciate you might not identify with the term vulnerable (it is a financial industry term, after all).
That’s why we pride ourselves on treating each and every customer uniquely, listening to and actioning any additional needs on an individual basis.
Why inform Wealthify?
It doesn’t matter if a carer manages your finances, or you need accessibility help within the app; speaking to our award-winning Customer Care Team about your circumstances can help you make the most of your Wealthify experience — in a way that works foryou.
What internal and external support is available?
Even though we’re not in position as a company to give any financial advice, there are many ways in which we can offer support, including:
Multiple communication channels – including secure message, Live Chat, and telephone – so you can speak to us in a way that suits you.
Clear, simple, jargon-free communication at all times.
Alternative format communications such as braille, large print, and audio (all available on request).
If you’re experiencing any sort of financial difficulties, we can also point you in the direction of external charities and organisations that can provide more specific, tailored advice, help, and guidance based on your situation:
We want to make telling us about any extra support you might need as simple, speedy, and stress-free as possible. So, regardless of your situation, simply get in contact with our Customer Care Team by sending them a secure message, starting a Live Chat, or calling them on 0800 802 1800.
Additional Requirements Self-Service
FOR WEB USERS How to use Self-Service Vulnerability Notification on Wealthify
This guide provides step-by-step instructions for customers to use the Self-Service Vulnerability Notification feature on your Wealthify account via the web platform.
Step-by-step Instructions:
Sign in to your Wealthify Account.
Select “Your Dashboard” in the upper right-hand corner and select “Profile”.
Select “Contact” and at the lower part of the screen, you will see the “Accessibility Support”, then select the “Change accessibility support”.
Select the “Yes” option.
Select your choice on the question “How would you like your letters to be sent?”.
If you have additional support requirements, please select “Yes” on the option “Do you require additional support? (Optional)”.
Once you have added all the information you require, please select “Save changes” and this will now inform the relative departments of your additional requirements.
If you have further support needs, select “Yes” for the question: “Do you require additional support?”. Provide any relevant details in the space provided. The only options we currently have are Standard, Large Print / Easy Read, and Braille.
Once all your preferences and requirements are entered, click “Save Changes”. Your updates will be sent to the relevant departments to ensure your needs are met.
FOR APP USERS How to use Self-Service Vulnerability Notification on Wealthify
This guide provides step-by-step instructions on how to use the Self-Service Vulnerability Notification feature on your Wealthify account via the App platform.
Sign in to your Wealthify App.
Tap on the cog in the upper right-hand corner and select “Profile”.
Select “Contact” from the dropdown list, you will see the “Accessibility support”, then select the “Change accessibility support”.
Select the “Yes” option.
Select your choice on the question “How would you like your letters to be sent?”
If you have additional support requirements, please select “Yes” on the option “Do you require additional support? (Optional)”.
Once you have added all the information you require, please select “Save changes” and this will now inform the relative departments of your additional requirements.
If you have further support needs, select “Yes” for the question: “Do you require additional support?”. Provide any relevant details in the space provided. The only options we currently have are Standard, Large Print / Easy Read and Braille.
Once all your preferences and requirements are entered, click “Save changes”. Your updates will be sent to the relevant departments to ensure your needs are met.
Bereavements
Where can I get emotional support after a bereavement?
If you're struggling emotionally after the loss of a loved one, the following organisations can provide support:
Cruse Bereavement Support: Who they are: Cruse is the UK’s leading bereavement charity, offering free and confidential support to those grieving the loss of a loved one. Phone: 0808 808 1677 Website: www.cruse.org.uk What they do: They provide one-to-one counselling, support groups, and online resources to help people cope with grief.
Samaritans:
Who they are: Samaritans is a charity that provides emotional support to anyone in distress, including those experiencing grief. Phone: 116 123 (available 24/7) Website: www.samaritans.org What they do: They offer a 24/7 helpline where trained volunteers listen and provide support without judgment.
How do I handle the practical and legal tasks after a bereavement?
The UK government provides clear guidance on registering a death, handling wills, and managing probate. You can also use the "Tell Us Once" service to notify multiple government organisations about a death.
GOV.UK – when someone dies:
Who they are: GOV.UK is the official government website for the United Kingdom. Website: www.gov.uk/when-someone-dies What they do: They provide practical advice on registering a death, accessing probate, and notifying government agencies.
For additional support with financial or legal matters:
Citizens Advice — Bereavement: Who they are: Citizens Advice is a UK-based charity offering free, confidential advice on various issues, including bereavement. Phone: 0800 144 8848 Website: www.citizensadvice.org.uk What they do: They help with legal, financial, and administrative issues following a bereavement.
Financial difficulties
Where can I get free advice on managing debt or financial challenges?
The following organisations provide free and confidential advice on managing debt and financial difficulties:
StepChange Debt Charity:
Who they are: StepChange is a UK-based charity dedicated to helping people manage and overcome debt. Phone: 0800 138 1111 Website: www.stepchange.org What they do: They provide personalised debt management advice, repayment plans, and budgeting assistance.
National Debtline: Who they are: National Debtline is a free, independent debt advice service for individuals across the UK. Phone: 0808 808 4000 Website: www.nationaldebtline.org What they do: They offer free advice, budget tools, and debt solutions to help people get back on track.
MoneyHelper:
Who they are: MoneyHelper is a government-backed service offering free and impartial financial advice. Phone: 0800 011 3797 Website: www.moneyhelper.org.uk What they do: They provide tools and resources for budgeting, saving, and managing debt, as well as pension and retirement planning.
Are there grants or benefits available for people in financial hardship?
Yes, there are grants and benefits available for those facing financial hardship.
Turn2us:
Who they are: Turn2us is a national charity helping people access financial support when they need it most. Website: www.turn2us.org.uk What they do: They provide a free benefits calculator, grant search tools, and advice on accessing financial assistance.
Health
Where can I get free advice on managing debt or financial challenges?
The following organisations provide free and confidential advice on managing debt and financial difficulties:
StepChange Debt Charity:
Who they are: StepChange is a UK-based charity dedicated to helping people manage and overcome debt. Phone: 0800 138 1111 Website: www.stepchange.org What they do: They provide personalised debt management advice, repayment plans, and budgeting assistance.
National Debtline: Who they are: National Debtline is a free, independent debt advice service for individuals across the UK. Phone: 0808 808 4000 Website: www.nationaldebtline.org What they do: They offer free advice, budget tools, and debt solutions to help people get back on track.
MoneyHelper: Who they are: MoneyHelper is a government-backed service offering free and impartial financial advice. Phone: 0800 011 3797 Website: www.moneyhelper.org.uk What they do: They provide tools and resources for budgeting, saving, and managing debt, as well as pension and retirement planning.
Are there grants or benefits available for people in financial hardship?
Yes, there are grants and benefits available for those facing financial hardship.
Turn2us:
Who they are: Turn2us is a national charity helping people access financial support when they need it most. Website: www.turn2us.org.uk What they do: They provide a free benefits calculator, grant search tools, and advice on accessing financial assistance.