Vulnerable Customer Policy

Last Updated: November 6, 2025

At SecondSIM, we are committed to providing a supportive and inclusive service for all our customers. We understand that anyone can face circumstances that make them vulnerable, and these situations can be temporary, fluctuating, or permanent.

This policy outlines how we support our customers and ensure our service is accessible to everyone.

Our Commitment to You

We will always treat you with empathy, respect, and professionalism. Our goal is to make managing your SecondSIM service as simple and stress-free as possible using our chat-based support.

We will:

  • Listen to your needs and treat you as an individual.
  • Do our best to offer practical support and find a solution that works for you.
  • Ensure our staff are trained to recognise and support customers who may need extra help.
  • Keep your information private and secure, in line with UK data protection laws.

Who This Policy is For

Vulnerability can be caused by many different factors. You may need extra support if you are affected by:

  • Age: Such as being an older person who may be less familiar with digital services.
  • Physical or Mental Health: Including long-term health conditions, disabilities, or mental health challenges.
  • Disability: Including physical, sensory (like sight or hearing loss), or learning disabilities.
  • Life Events: Such as bereavement, job loss, financial difficulties, or becoming a victim of crime.
  • Communication Barriers: Including low literacy or difficulty with written English.

This is not an exhaustive list. If you are facing any circumstances that make it difficult to manage your account or use our services, please let us know.

How We Can Help

We offer a range of free services to provide extra support via our chat channel.

1. Registering Your Needs

When you chat with us, you can tell us about your situation. We can make a note on your account (with your permission) so you don't have to explain yourself every time you start a new chat.

2. Communication Support

We know that a chat-only service needs to be flexible. We support our customers by:

  • Allowing Extra Time: Our agents are trained to be patient. Please don't feel rushed—take all the time you need to type your replies.
  • Assistive Technology: Our chat service is designed to be compatible with assistive technologies, including screen readers for customers with a visual impairment.
  • Chat Transcripts: We can email you a copy of your chat conversation for your records. Just ask the agent at the end of your session.
  • Nominated Contact: You can nominate a trusted friend, family member, or carer to chat with us and manage your account on your behalf.

3. Support with Your Monthly Plan

As we are a monthly prepaid service, you will never build up a debt with us. However, we understand that financial hardship can make it difficult to afford your monthly plan, which can put you at risk of losing access to our service.

If you are worried about affording your service, please chat with us. We can:

  • Signpost to External Help: If you are facing financial difficulties, we can provide information on free, independent organisations (like Citizens Advice or The Money Advice Service) that can offer advice and support.

4. Network and Service Support

  • Priority Fault Repair: We offer this service for customers who rely on their service for health or mobility reasons. If you report a network fault via our chat, we will prioritise your case.
  • Support for Victims of Crime: If you are a victim of domestic abuse or other crimes and have had your phone taken as evidence or need to change your number, please contact us. We will handle your case with sensitivity and can offer support, such as a new SIM or number.
  • Service Resilience: Our call and text service runs on the mobile network. In the event of a power cut at your home, your phone will continue to work as long as it is charged and there is a network signal.

How to Contact Us

To tell us about your needs or to access any of these support services, please get in touch with our dedicated customer care team.

Webchat: Please visit our website chat to start a conversation with our team.

Please note: As our service is for calls and texts only, you will need a separate device with an internet connection (such as a computer, tablet, or smartphone) to access our chat support.

Useful Independent Organisations

For free, independent advice, you may also find the following organisations helpful:

  • Citizens Advice: Offers free, confidential advice on a wide range of issues, including debt and money.
  • The Money Advice Service: Provides free and impartial money advice.
  • Samaritans: Available 24/7 for anyone who is struggling to cope.
  • Age UK: A charity dedicated to helping older people.
  • Refuge: Provides support for victims of domestic abuse.