Your challenges are our concerns

Life doesn't always move in a straight line. Illness, financial difficulty, major life events, or unexpected changes can put extra pressure on anyone.

At RUUT, we want every customer to feel safe, understood, and supported. We follow the FCA's expectations for the fair treatment of vulnerable customers, and are committed to offering the right level of care when you need it most.

When you might need extra help

You may wish to reach out to us if you are experiencing any of the following or anything similar:

• Financial stress: difficulty keeping up with payments, sudden loss of income, debt, unexpected expenses
• Life-changing events: separation or divorce, bereavement, loss of stability
• Work disruption: redundancy, reduced hours, self-employment hardship
• Health difficulties: physical illness, mental health challenges, long-term conditions
• Disability, caregiving responsibilities, or unplanned care costs
• Sudden emergencies or trauma: accidents, natural disasters, abuse, violence
• Language or digital literacy barriers, or other vulnerabilities

We understand these situations can be confusing and overwhelming. And sometimes it's not just about money — it's about security and peace of mind.

How RUUT can help

We offer a range of support measures, tailored to your individual needs. When you get in touch with us, we will:

• Listen carefully and without judgment
• Provide clear, simple guidance on what to expect and what your options are
• Offer flexible solutions — e.g. pausing fees, giving you extra time
• Keep all communications confidential and respectful

Our aim is to help you get through instability and regain control — not to add pressure.

If you need help beyond what RUUT can provide

Sometimes you need more specialist help — debt counselling, mental health support, family advice, or disability services. Below is a non-exhaustive list of UK-based organisations you might find helpful. They are independent from RUUT, but are trusted by many people in difficult situations.

Our Commitment to You

We promise to:

• Treat you fairly and with empathy at all times
• Make reasonable adjustments tailored to your needs
• Avoid jargon and communicate in a clear, calm way
• Respect your privacy and keep your information secure
• Never penalise you for declaring vulnerability
• Support you in line with FCA Consumer Duty expectations