Supporting Customers with Additional Needs
We are here to help. At Landbay, we are committed to supporting all of our customers and ensuring everyone is treated fairly, particularly those who may be experiencing vulnerable circumstances.
We understand that vulnerability can take many forms, including:
- Long-term or serious health conditions
- Life events such as bereavement, job loss, or separation
- Difficulties using technology or accessing services
- Financial hardship
- Cognitive impairments or disabilities
If you are facing any challenges that may affect how you manage your mortgage or communicate with us, please let us know. We are here to help.
How We Can Support You:
- Providing extra time to explain products and services
- Offering alternative methods of communication (phone, written, digital support)
- Signposting to trusted third-party organisations for further advice
- Adjusting processes to ensure you fully understand any agreements
- Involving family members, trusted friends, or legal representatives where appropriate
What You Can Do:
- If you are a customer, contact our Customer Support Team on 0330 053 6825 or email us at btl@customers.landbay.co.uk to discuss your needs in confidence.
- If you are a broker or adviser, please let us know as soon as possible if you believe your client may require additional support.
Further Help and Resources:
Our Commitment:
We follow the Financial Conduct Authority’s (FCA) principles of Treating Customers Fairly (TCF) and Consumer Duty to ensure that every customer, regardless of their circumstances, receives a fair, supportive, and transparent service.
Important Information
While we aim to provide flexible support wherever possible, there may be circumstances where we recommend alternative processes or additional legal involvement to ensure your best interests are protected.
Accessibility
If you’re affected by a physical or mental disability there are several ways in which we can help you, whether with adapted materials or extra support from our staff.
You may be experiencing a situation affecting how you manage your account. This could be because of your physical or mental wellbeing, difficulty understanding or managing money, or a life event you may have experienced.
When you speak with one of our colleagues, they’ll take the time to understand your needs and securely record this, with your consent. This is so you won’t have to repeat yourself whenever you speak to us. You can tell us over the phone or by email.
Here are some ways we can help:
- To receive your correspondence in Braille, large print or audio CD, phone us on 0330 053 6825 or email us using BTL@bcmglobal.com.
- Change our website text size and font to suit you using your internet browser.
- Our Customer Service advisers can help you over the phone. Call our team on 0330 053 6825 (open weekdays, 9am-5pm).
- Relay UK is a free service that helps people with hearing and speech difficulties to communicate with anyone over the phone. A Relay UK assistant can speak with us on your behalf by converting your speech into text and vice versa. You can use Relay UK with a textphone or by downloading the app to your smartphone, tablet or PC. Please visit Relay UK for more information.
If you feel your mental health is affecting your ability to manage your account, speak with one of our team to find out how we can help you.