Supporting customers in vulnerable circumstances

At TransferGo, we understand that certain life events or personal circumstances can affect how people manage their money or interact with financial services.

You may experience vulnerability due to situations such as:

• • a major life change (e.g., bereavement, illness)
• • temporary financial difficulty
• • health-related challenges (including mental or physical)
• • difficulties understanding or processing information
• • emotional stress or personal hardship

Everyone’s situation is different, and vulnerability can be temporary, long-term, or change over time.

Our commitment

We’re committed to treating all customers fairly and with understanding.

When we become aware that a customer may need additional support, we aim to communicate clearly, act sensitively, and make sure we provide information in a way that’s easy to understand.

If you feel you need additional support

If your personal circumstances are affecting how you use our services, you can choose to let us know when speaking with our support team.

You only need to share information you feel comfortable with, and anything you tell us is treated with confidentiality.

Your privacy matters

Any information you share with us is handled securely and in line with data protection requirements. We use this information only to support you when you interact with TransferGo.