We know that life can sometimes present challenges, and we want to ensure you have the support you need. If you are going through a difficult time or facing specific challenges related to your financial situation, physical or mental well-being, or a recent life event, we are here to help.
Our team is devoted to providing you with the additional or alternative support needed to suit your individual circumstances. Let us know how we can help you get through those times when you need us the most.
What do we mean when we say ‘Vulnerable/Vulnerability’
The term ‘vulnerability’ can show up in many different ways and isn't limited to a specific group of people.
We understand that people may move in and out of vulnerable situations, or they may be affected on a long-term or permanent basis. This could be due to:
A disability or illness.
Limited technical or financial knowledge.
Mental health conditions or age-related factors.
Sudden life events, such as bereavement or job loss.
Recognising these factors is what allows our team at Chip to tailor our services and support. This helps every one of our members get the most out of our service.
We know that many members won't identify with the word 'vulnerable', and that’s perfectly okay. While these terms are used across the financial industry, we simply see our members as unique human beings who all have unique needs.
What can Chip do to better support you?
We understand that managing your Chip account, using the app, or speaking to our support team can sometimes be more challenging if you have additional needs.
Because every member is unique, any extra support or adjustments we offer will always be discussed with you and tailored to your individual circumstances.
Here are some examples of how we can provide support in practice:
Communication Adjustments: A member with dyslexia or difficulty processing information may benefit from shorter messages, emails that highlight key words in bold, and fewer links to long articles.
Reduced Typing: For a member with mobility issues in their hands, we can use simple yes/no questions whenever possible to limit how much they need to type in our chat.
Alternative Contact: If a member struggles to use digital contact options (like the in-app chat), we can arrange a callback from our support team.
Account Access: For a member with limited or no mental capacity, we can help give a trusted individual authority over the account if a Power of Attorney or a Court of Protection order is in place.
Signposting: If a member is dealing with complex mental health, physical health, or financial issues, we can signpost them to organisations that can help with their situation.
How to tell us you need extra support?
If you have a situation, life event, or health issue that affects your ability to use Chip, please get in touch with us using one of the following methods:
In-app chat: Contact us via the Profile tab in the app
Email: Send us a message at hello@getchip.uk
Request Form: Fill out the Additional Support Request Form
What happens next?
To ensure we can provide the best possible support, we will ask you a few questions about your situation and how it impacts your ability to:
Manage your account or finances.
Use the Chip app.
Get in touch with our support team.
Understand the product or service we offer.
We may also ask if your circumstances are short-term or long-term.
You are welcome to tell us exactly what kind of support you would benefit from, or we can provide some suggestions. The choice is completely yours.
Please bear in mind: It may take up to five working days to receive a response to a form submission.
How the teams at Chip use your personal data
This information will only be seen by a small number of teams in Chip and is used to ensure we support you appropriately and tailor our services to meet your needs. You can read our full privacy notice here.
We can share any wording we record with you if you prefer, and you can ask for it to be changed or removed at any time.
Need further help?
If you have any further questions, get in touch with our support team using the in-app chat. This can be found in the Contact Us section on the Profile tab.