Support and Vulnerabilities – A Policy on a Page, Shaped by Customers


You Said, We Did

How Your Feedback Made a Difference

At Citizen, we want to make sure we listen to our customers and make changes when we can.

In October 2025, we asked customers how they felt about sharing personal information with us. This included information such as health needs, vulnerabilities, contact preferences, age and background.

Customers told us that they wanted to understand:

  • Why we ask for personal information
  • How their information is used
  • Who can see it
  • How it is kept safe
  • How sharing information could help us support them better

We listened to your feedback and worked with customers to make improvements.

What We Changed

Making information easier to understand

You said:
Some information was difficult to understand, and you wanted clearer explanations.

We did:
We created a simple Policy on a Page and updated our Vulnerability Policy. These explain what information we collect, why we collect it and how we use it to support customers.

Explaining why we ask for information

You said:
You wanted to know why Citizen asks for personal information and how it helps improve your service.

We did:
We made our policy clearer so customers can easily see why information is collected and how it helps us provide the right support when it is needed.

Reassuring customers about privacy

You said:
You wanted to know that your information would be kept safe and only seen by the right people.

We did:
We updated our policy to explain how your information is protected and who can access it when they need to support you.

Only asking for information that matters

You said:
Some questions felt very personal, and you wanted us to explain why we were asking them.

We did:
We reviewed the information we collect and made sure we only ask for information that is relevant and useful. We also explain why we ask for it and how it can help.

Being fair and supportive

You said:
You wanted to be treated fairly and have your individual needs considered.

We did:
We updated our approach to make sure fairness sits at the centre of our Vulnerability Policy. Our policy explains how we consider individual circumstances and make reasonable adjustments when needed.

Making it easier to update your details

You said:
You wanted simple ways to update your information.

We did:
We made it clear how you can update your details through the methods you prefer, including in person, by email or through My Account.

What Happened Next?

Using your feedback, we worked together with customers to create a new Policy on a Page about support and vulnerabilities.

This gives clear and simple information about:

  • What information we may ask for
  • Why we ask for it
  • How it helps us support you
  • How your information is kept safe

These changes mean we can be more open, more supportive and make it easier for customers to understand how their information is used.

Thank You

Thank you to everyone who shared their views and took part in the survey.

Your feedback helped shape our policies and improve the information we provide. By sharing your experiences, you have helped us make things clearer and better for all customers.

Your voice matters, and your feedback helps us improve our services every day.



You Said, We Did

How Your Feedback Made a Difference

At Citizen, we want to make sure we listen to our customers and make changes when we can.

In October 2025, we asked customers how they felt about sharing personal information with us. This included information such as health needs, vulnerabilities, contact preferences, age and background.

Customers told us that they wanted to understand:

  • Why we ask for personal information
  • How their information is used
  • Who can see it
  • How it is kept safe
  • How sharing information could help us support them better

We listened to your feedback and worked with customers to make improvements.

What We Changed

Making information easier to understand

You said:
Some information was difficult to understand, and you wanted clearer explanations.

We did:
We created a simple Policy on a Page and updated our Vulnerability Policy. These explain what information we collect, why we collect it and how we use it to support customers.

Explaining why we ask for information

You said:
You wanted to know why Citizen asks for personal information and how it helps improve your service.

We did:
We made our policy clearer so customers can easily see why information is collected and how it helps us provide the right support when it is needed.

Reassuring customers about privacy

You said:
You wanted to know that your information would be kept safe and only seen by the right people.

We did:
We updated our policy to explain how your information is protected and who can access it when they need to support you.

Only asking for information that matters

You said:
Some questions felt very personal, and you wanted us to explain why we were asking them.

We did:
We reviewed the information we collect and made sure we only ask for information that is relevant and useful. We also explain why we ask for it and how it can help.

Being fair and supportive

You said:
You wanted to be treated fairly and have your individual needs considered.

We did:
We updated our approach to make sure fairness sits at the centre of our Vulnerability Policy. Our policy explains how we consider individual circumstances and make reasonable adjustments when needed.

Making it easier to update your details

You said:
You wanted simple ways to update your information.

We did:
We made it clear how you can update your details through the methods you prefer, including in person, by email or through My Account.

What Happened Next?

Using your feedback, we worked together with customers to create a new Policy on a Page about support and vulnerabilities.

This gives clear and simple information about:

  • What information we may ask for
  • Why we ask for it
  • How it helps us support you
  • How your information is kept safe

These changes mean we can be more open, more supportive and make it easier for customers to understand how their information is used.

Thank You

Thank you to everyone who shared their views and took part in the survey.

Your feedback helped shape our policies and improve the information we provide. By sharing your experiences, you have helped us make things clearer and better for all customers.

Your voice matters, and your feedback helps us improve our services every day.