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Support for vulnerable customers

JTR Collections Ltd was shortlisted as a finalist in the ‘Best Vulnerable Customer Strategy’ category at the Credit Strategy, Credit awards-2019.

What is a vulnerable customer?

Vulnerability can be a temporary, sporadic or permanent state. There are many different circumstances that may cause vulnerability, for example if:

  • You have a disability.
  • You are seriously ill.
  • You have mental health problems.
  • You are pregnant.
  • You are over 65 years old.
  • You don’t speak or read English well.
  • You have been through recent stressful or emotional circumstances.

At JTR Collections Ltd, we are committed to helping our vulnerable customers. If you feel you require extra support, please contact us as soon as possible. We look at each case on an individual basis and there are many ways that we can help. We may request that you provide evidence. Once we have been made aware of your situation, we can hold your case to prevent it from escalating while we make you aware of all the options that are available to you.

We can also put you in touch with any relevant, free support services if you require any further assistance.

Refuge supports women and children who experience all forms of violence and abuse. If you would like to speak to someone, please phone 0808 2000 247 (24-hour phone line).

Alcoholics Anonymous is a fellowship of men and women who share their experience, strength and hope with each other that they may solve their common problem and help others to recover from alcoholism. If you would like to speak to someone, please phone 0845 769 7555 (24-hour helpline) or email them at

Samaritans offer a safe place for you to talk any time you like, in your own way - about whatever's getting to you. If you would like to speak to someone, please phone 126 113 (24-hour phone line)

Mind is a national organisation with branches in most towns and cities providing support to anyone experiencing mental health problems. The Mind information line is open 9am to 6pm Monday to Friday, please call 0300 123 3393 or email

Cruse Bereavement Care are a not-for-profit organisation designed to provide people who have recently lost a loved one with information and support on grief and their legal duties following a death. If you would like to speak to someone, please phone 0844 477 9400 (Mon-Fri, 9am-5pm).

CAP provides practical support to individuals who find themselves in severe financial difficulty. The charity supports anyone suffering poverty regardless of religious belief and will work with individuals to alleviate immediate and long-term financial difficulties.If you would like to speak to someone please call 01274 760720 or email