How our Vulnerable Customer Team supports small business owners beyond finance

Life doesn’t always go to plan. We get it. Any small business’s journey is bumpy and unpredictable – but you’re not alone. 

 

At Funding Circle, we are our customers’ biggest champions. We go beyond business finance because we want your small business to succeed. We’re here to support you when you need a little help.  

 

We recognise that support will look different for each individual business. We’re not fans of a “one-size-fits-all” approach. Instead, our dedicated Vulnerable Customer Support Team listens without judgement and provides practical tools and resources to help business owners find their feet.  

 

What should I do if I’m struggling?

 

First, contact us. You can either reach out to your account manager directly, give us a call or send an email. You’ll find answers to FAQs and our contact details on our website.

 

What happens next?

 

Once your account manager refers you, the Vulnerable Customer Support Team will get in touch. We know waiting for a response during a difficult time can increase anxiety so we aim to get back to you within 24 hours.  

 

The team member who calls you wants to help. They’ll give you as much time as you need to speak about the situation and listen to what you’re saying. Team members have been specially trained to look after our borrowers, so they will never make any judgements and you can be sure you’ll be heard. 

 

What support can you offer struggling business owners? 

 

We'll do anything we can to make life a little bit easier when you’re experiencing difficult circumstances. In the initial conversation, we establish what you need in terms of support and how we should best communicate with you.

 

It’s important for us to understand your preferences so we can support you on your terms. For example, we ask whether you would prefer to be contacted by phone or email, whatever works best for you. 

 

Then we work together to do what we can to help. For example, we could consider a payment plan, or offer some breathing space to ease the immediate stress.

 

Do you offer support beyond finance?

 

Yes. We want to help. That’s why we’ve partnered with Thrive Mental Wellbeing, an innovative, full-service mental health provider trusted by the NHS, that gives small business leaders and their employees mental health support.

 

Existing Funding Circle customers get a year’s free Thrive access. Once you log in, there are licensed therapists available to support you 24/7, as well as other tools to help you manage stress.

 

We can also signpost you or make direct referrals to charities such as StepChange and Samaritans.

 

If you need support, please get in touch with us as soon as possible for advice. We are here to help. 

 

27/04/26: While we want to help as much as we can, the information found here is provided solely for informational purposes and should not be considered financial or legal advice. To the extent permitted by law, Funding Circle does not accept any liability for any loss or damage which may arise directly or indirectly from the use of, or reliance on, the information contained here. If you have any questions, please speak to your professional adviser or seek independent legal advice.