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How we support our customers in vulnerable circumstances (FCA)
How we support our customers in vulnerable circumstances (FCA)
Updated over a week ago

What does vulnerability mean?

The FCA defines a vulnerable individual as someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care. In fact, vulnerability should not be thought of as a specific situation, but as a wide spectrum that everyone is susceptible to falling into, under specific circumstances.

Our dedicated team for individuals in vulnerable situations

We’ve established a specific team, dedicated exclusively to supporting and guiding vulnerable customers at every step of the way, whilst adapting to their specific needs.

Our contact channels

If a vulnerable customer wishes to come to contact with our dedicated team, they know that they can do so using any of our available channels:

  • The live chat on our website that is available 24/7

  • Our e-mail address: uksupport@viva.com

  • Or by phone +44 20 37347770

In case you currently find yourself in a vulnerable situation, we strongly encourage you to contact us via any of our communication channels. Our dedicated team will do everything in their power to make sure that your experience with viva.com is adjusted to your needs and we will be very happy to hear your thoughts on how to improve moving forward.

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