Supporting customers who need extra help

At Alpha Bank London, we recognize that life’s circumstances can sometimes make managing your finances more challenging. Whether you’re experiencing financial hardship, health concerns, or any other situation, we’re here to help with tailored support and services to meet your needs.

We understand that some customers may require additional support due to personal circumstances, and we are here to help.

When a customer needs additional support?

A customer might need additional assistance when due to their personal circumstances, is especially susceptible to harm – particularly when a firm is not acting with appropriate levels of care.

A customer may face temporary or long-term challenges, including but not limited to:

• Physical or mental health issues
• Financial difficulties
• Age-related concerns
• Bereavement or other life events (i.e. divorce)
• Language barriers
• Limited digital access or literacy

How We Can Help

Our team is trained to offer sensitive, compassionate support tailored to your specific needs. Here are some of the ways we can assist:

1. Accessible Communication

We provide multiple ways for you to access our services and information:

• Interpretation support where possible for non-English speakers
• Clear and simple language in our communications to avoid confusion

2. Financial Assistance

If you are facing financial difficulty, we can help with:

• Payment plans tailored to your situation – Capital Repayment Holidays (assessed on a case-by-case basis)
• Access to fixed deposits funds in exceptional cases

3. Personal Support

We recognize that sometimes you may need to speak to someone directly about your situation. Our front office teams are trained to:

• Handle sensitive situations with care and respect
• Offer one-on-one support in-branch or over the phone
• Guide you through alternative services, such as third-party access or power of attorney, if you need help managing your account
• In person appointments where staff can assist with banking needs and answer any questions