This vulerable customer policy was last updated on 19/02/2025
At Lit Fibre, we believe in treating all customers fairly, with respect, and providing the support they need, especially for those facing challenging or vulnerable circumstances. We understand that life can bring unexpected difficulties, and some of these challenges may leave you feeling vulnerable. Whether it's due to age, physical or mental health issues, communication barriers, or other personal situations, we are here to help.
We know that staying connected to the internet can be crucial, whether it's for health reasons, work, or staying in touch with loved ones. That's why we’re committed to offering support and services tailored to your needs, no matter your circumstances.
We recognise that vulnerability can be temporary or long-term. No matter the reason, we want to ensure you have access to the services you need and that your experience with us is as smooth as possible.
If you are in a vulnerable situation, we are here to help. Our team can discuss your specific needs and offer products or services that are best suited to your circumstances. Here’s what we can do to support you:
Additional Support: We will note any special requirements on your account so we can provide you with the best possible assistance. If you require extra support in managing your account, we’ll work with you to make things easier.
Communication Support: We can provide information in different formats (e.g., large print, email) to accommodate any specific needs.
Financial Support: If you're struggling with your bills or need payment flexibility, let us know. We can offer payment plans or discuss other financial assistance options to ease the burden.
Account Assistance: If you need someone else to manage your account for you, such as a family member, trusted friend, or carer, we can set this up, and they can handle your account on your behalf.
Every customer has the right to fair and respectful treatment. We follow Ofcom’s guidelines on supporting vulnerable customers, which means:
Fairness and Transparency: We promise no hidden fees or jargon. We’ll always communicate with you clearly, honestly, and directly.
Security: Any personal information you share with us will be kept safe and secure. We may occasionally check in with you to ensure we have the correct details. We follow strict data protection laws to ensure your information is always protected.
Choice: We provide you with the options and flexibility you need to make the best decisions for your circumstances. You’ll have the freedom to choose the services or support that best meet your needs.
If you think you might need some extra help, please let us know. It's important that we understand your circumstances so we can support you in the best way possible. Here’s how you can reach out:
New Customers: If you’re joining Lit Fibre online, you’ll be able to indicate any specific needs during sign-up. Our Customer Support team will then contact you to ensure you get the support you need.
Existing Customers: If you're already with us and need some extra support, simply get in touch with our Customer Support team:
Phone: 0330 460 4610
Email: [email protected]
Web Chat: Litfibre.com
Web form: litfibre.com/contact-us/
We’re always happy to help.