Vulnerable Customer Support

We understand that your circumstances can change, sometimes without warning, and we want to reassure you that we’re here to support you at difficult times.

Our Commitment:

Here at CarMoney we are committed to treating customers fairly and supporting customers in making the right decision to suit their personal needs by ensuring all information is understood. Some customers require additional support due to Personal health, Financial uncertainties, Life Events or simply needing somethings explained in a little more detail before they can be fully informed to make a decision.

If at any point during your car buying journey you wish to have more information around this, feel free to ask a member of our team who will be happy to assist you. You can find phone numbers and emails over at the contact us section of the website.

The four drivers of vulnerability as set by the FCA are:

  • Health - Health conditions or illness that effect ability to carry out day to day tasks
  • Life Events - Life events such as bereavement, job loss or relationship breakdown
  • Resilience - Low ability to withstand financial or emotional shock
  • Capability - Low knowledge of financial matters or low confidence in managing money, low capability in other relevant areas such as literacy or digital skills

If you feel you may fall into any of these four areas or would like to discuss anything in more detail, we have an experienced team who are happy to have a conversation around any additional support we can offer you.

Below are some supporting websites we feel may be useful to some of our guests. Our sales team also have an extensive list of additional online support they will be happy to share if this will be helpful. Some of these are listed below:

Advice on debt problems

StepChange offers advice on how to deal with your debt issues. Based on your circumstances, you’ll be recommended the best option for you moving forward and get support through to the resolution.

Phone - 0800 138 1111

Website -

Citizens Advice Bureau offers free advice on financial and non-financial matters - Citizens Advice

Other financial support


Personal support for you

  • The UK's leading bereavement charity Bereavement Support can be contacted here Home - Cruse Bereavement Support 0808 808 1677
  • Mind offers free and confidential mental health information and advice
  • Samaritans are available to talk to you any time you like, in your own way, and off the record about whatever’s worrying you
  • NHS Choices and Live Well NHS offer help and support for coping with addiction, bereavement, and a range of other areas of personal support
  • Relate offers counselling and support services for couples, families, and young people
  • If you're experiencing domestic abuse, talk to the National Helpline

Other useful organisations that can help you

If you need help urgently, call the National Domestic Abuse Helpline for free on 0808 2000 247 (24 hours). Or call the Police on 999 if you or someone else is in immediate danger.

Modern technology gives abusers ever-growing ways to control those using the tools of everyday life. If you need help and support with how to secure your tech visit Refuge’s tech safety website.

Surviving Economic Abuse is a charity dedicated to raising awareness of this type of abuse and improving the support that is available for those experiencing it. You can visit the Surviving Economic Abuse website where you will find additional support, and information on next steps that you might take.