Data and technology company Experian has added digital bank Monzo to its Support Hub service.
Experian Support Hub is a free-to-use platform which allows users to share their access needs with multiple businesses in one go.
As part of the partnership, Monzo’s UK customers will now be able to share their access and support needs.
Other support needs included on the platform include ‘life events’ such as long-term health issues, bereavement, relationship breakdown or financial difficulties, so users can notify their service providers quickly about their circumstances, which can then put in place appropriate support.
Previous research from Experian found that nearly three-quarters of disabled people (73%) delayed contacting an essential service provider because the process felt too daunting for them to undertake.
Paul Lamont, Support Hub director at Experian UK & Ireland, said: “It can be intimidating and overwhelming for customers to seek help, especially if they’ve encountered difficulties before.
“Experian Support Hub makes it easy and straightforward for people to get the support they deserve, reducing the barriers they can encounter in disclosing their needs.”
Following more than three years in development, Support Hub launched in September 2023 with some of the UK’s largest companies, including HSBC UK, Nationwide Building Society and Tesco Bank.
Riffat Tufail, vulnerability access inclusion and bereavements lead at Monzo, added: “Understanding how we can best support our customers is at the heart of our mission to make money work for everyone.”
The hub does not require consumers to disclose their disability – only the support they require from the organisations they use.
Users have complete control over which organisations they share with, and what needs they share, and can remove their permission at any time.
For businesses, the platform assists with meeting obligations under the Financial Conduct Authority’s (FCA) Consumer Duty obligations, which instructs them to provide enhanced communication methods and better identify vulnerable customers, so they can put in place appropriate support.
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