In September’s Beyond the Conversation panel discussion, we invited Jasbinder Kaur and Simon Peleszok to share their insight on ways to recognise and support customers where there is abuse. While this is a tough topic, their insight and practical advice resulted in an informed and positive discussion on the steps that organisations can take to support the needs of customers experiencing abuse.

What Good Practices Can Organisations Learn From?

The first step is to provide evidence that your organisation is there to help. Jasbinder and Simon both raised the fact that trust is eroded in abusive relationships. As a result, victim survivors may have several visits or interactions with an organisation before they disclose information or access support. So, proactively share information about support services on all communication channels.

Providing a Safe Space

Joining the Hestia Safe Space network is an effective way for your organisation to demonstrate a commitment to supporting abuse victims. This involves providing a private space where people can contact a helpline, specialist services or a trusted friend.

Making Exceptions to Standard Processes

Simon highlighted the benefit of working with abuse specialists to better understand how changes to procedures can make a difference. This informed TSB’s decision to launch the Flee Fund. Other examples include Nationwide’s partnership with Refuge and Starling Bank’s option to hide payment references.

Other adaptations shared in the session include:

• Offering customers the option of correspondence being sent to a safe address (email or physical) as part of their communication preferences.
• Setting up non-geographical sort codes to prevent a perpetrator from using this information to track a victim survivor who has relocated.
• Arranging temporary bank accounts, especially in cases of asylum, to help victim survivors take back financial control.
• Removing individuals from joint bank accounts without a signature where there is evidence of financial abuse.
• Encouraging victim survivors to use Tell Us Once or the Vulnerability Registration Service (VRS) to save them from needing to repeat their situation and needs with multiple organisations.

These examples have been initiated by leading banks and building societies, which raised further questions.

Attendee Question:  Banks are often ahead of other financial services (such as small insurance brokers), which are less stringently regulated when handling vulnerable customers. Are there any hints and tips for raising awareness for small organisations that are less likely to have oversight and guidance?

Panel Answer: The PFI guidance on Economic Abuse draws on actions taken by small or independent firms. In addition, you could join the Employers Initiative on Domestic Abuse (EIDA), partner with a local domestic abuse charity or arrange team training.

Attendees also enquired about specific cases and industry-wide systems to protect victim survivors.

Attendee question: When you’ve got a relative with dementia in a nursing home, who is unable to handle their affairs. Social services are involved, financial abuse has been recorded, and bank accounts closed. How is it that the perpetrator can open a further account with another provider? Is there not a system where all accounts are blocked to protect the safety of the person?

Attendee question: When you’ve got a relative with dementia in a nursing home, who is unable to handle their affairs. Social services are involved, financial abuse has been recorded, and bank accounts closed. How is it that the perpetrator can open a further account with another provider? Is there not a system where all accounts are blocked to protect the safety of the person?

The Power of Language

Another key takeaway from the discussion was the importance of language. Any communication with a victim survivor has to focus on empowerment and support, never judgment or placing blame. As such, avoid ‘why?’ questions, such as ‘Why don’t you just leave?’ or ‘Why do you let them do that?’

Jasbinder highlighted that you do not and cannot understand the complexities and risks of an abusive relationship. Equally, it takes so much courage and trust to disclose what is happening. Finally, victim survivors are often at greatest risk at the point where they escape the relationship.

If they’ve reached out to you, it is incredibly brave. Your role is to listen, let them know that you want to help and understand what they need from your organisation in that moment. You do not need details of their relationship to help.

Simon added that you need to let them guide the pace. Some steps may take time, as they have limited opportunities to take action. However, you can outline what’s available when they are ready.

Attendee Question: How are you recognising the dynamics of language in training when firms have an undertaking under Consumer Duty to both parties?

Panel Answer: Within Consumer Duty, the role of frontline teams in financial and other essential service organisations is to support vulnerable customers. This is achieved by identifying and responding to their particular needs. If you are supporting a victim survivor, you are compliant with Consumer Duty. Equally, not informing or involving the perpetrator is not a failure of Consumer Duty. This question does highlight the importance of involving specialist abuse organisations. They have processes and resources to handle interactions with perpetrators.

Listening & Recording Needs

Unfortunately, there have been far too many cases where victims have sought support, but people have questioned their story and doubted what has been shared. Equally, some processes require fixed evidence or documentation before being initiated. These are often barriers that prevent someone from taking back control of their life.

To break down these barriers, Simon shared that steps such as being flexible about ID and using the Economic Abuse Evidence Form have helped frontline teams to respond appropriately to disclosures.

This led to another question:

Attendee Question: The fraud space is quite tricky, and we see Victim-survivors who say their abuser made transactions that the victim-survivor didn’t want to make, and it has resulted in debt. Unpicking these types of cases can become quite complicated. Do you have any advice on how to tackle these whilst still being sensitive and providing a good customer outcome?

Panel Answer: You may find it helpful to read this Economic Abuse toolkit, which includes screening questions. Equally, you could call the Money Advice Plus financial support line for advice on specific cases.

Equip Teams with Training & Resources

Both Simon and Jasbinder highlighted that annual training for frontline teams and line managers was critical. Teams need to be equipped to consistently provide appropriate and supportive responses when abuse is detected or disclosed.

We offer an Essential Guide for Recognising Economic Abuse, and specialist organisations, including Surviving Economic Abuse, provide workplace training.

Establishing partnerships with local abuse charities was also advised. Their insight can support your development of products and procedures. Meanwhile, your team could support them with fundraising events to help sustain their services.

Finally, if you wish that you or members of your team had attended the webinar, it’s not too late. Watch a replay of the full panel discussion.