Supporting our vulnerable customers

One of our customers, Janine*, recently contacted a branch for assistance in refinancing a home after separating from an abusive partner. As is the case in many of these situations, her partner had controlled all their finances, even though the majority of the deposit money came from her. 

Janine was on edge, and was extremely nervous to come inside the branch, calling ahead each time to ensure her partner wasn’t inside. 

The team at our branch immediately realised the situation and over many weeks provided Janine with a safe, confidential place to talk to the team. They were able to gradually educate her on how she could take on the loan and manage her finances independently. 

These situations are not just a series of transactions. Our team sits alongside vulnerable customers and walks the journey with them, ensuring they have a listening ear when they need it, and that they have all the financial tools at their disposal to move ahead financially. 

Long after the home loan was refinanced in Janine’s name, she continued to seek out our team for support and guidance. 

Although she may still take a long time to recover emotionally, Janine is now financially independent and working towards her financial goals.