Understanding NETELLER’s Additional Support Programme  

The world of online payments and transactions has revolutionized the way we conduct our personal and professional lives. However, online payment systems can also be intimidating and impersonal, especially if you’re unfamiliar with them or require additional support. NETELLER understands that online payments can be particularly challenging for vulnerable customers, and therefore has developed an additional support programme to ensure that everyone can access online transactions with confidence. In this blog post, let’s take a closer look at NETELLER’s additional support programme and how it can benefit vulnerable customers. 

Additional Support Programme

We’re committed to understanding and supporting all our customers, which is why we have introduced our Additional support programme, in compliance with the Financial Conduct Authority (FCA) guidelines.
According to the FCA, vulnerable customers are those who face circumstances that put them at risk if a company doesn’t provide them with the support they need. Many situations may cause a person to identify as vulnerable, but the four main categories include health reasons (mental/physical disability, injury, illness), life events (bereavement, abuse, caring responsibilities), resilience (low or unstable income, debt, unemployment), and capabilities (learning difficulties, low financial knowledge).

Identifying your needs

We let our customers have their say – we’ve sent out a survey to see if our customers are placed in special circumstances and need our additional support.

We also use secure machine learning to flag any potential activities that might correspond with vulnerable situations.

To help our customers avoid any harm when using our products, we regularly evaluate and address the potential risks and impacts of our services whenever we create, update, and distribute our products.

You can opt into our Additional support programme at any time by logging into your account via web and visiting section Settings > Personal details > Additional support programme > Edit; then select all options that apply to your circumstances

Below you will find the most common circumstances and how our Additional support programme addresses them.

 DescriptionContact Details

Mental Health conditions,   including depression and   anxiety

Mind provides advice and support to anyone experiencing  mental health problems.

Website: mind.org.uk

Email: info@mind.org.uk


Samaritans provides 24/7 support for anyone who’s struggling to cope.

Website: samaritans.org

Email: jo@samaritans.org

Self-help app: selfhelp.samaritans.org


Sane providesemotional support and information to anyone affected by mental illness.

Website: sane.org.uk

 The NHS has many resources outlining the symptoms and feelings common with mental health problems.Website: nhs.uk/mental-health/feelings-symptoms-behaviours/feelings-and-symptoms

Mental Health Ireland is the longest-established mental health charity in Ireland supporting individuals with mental health challenges.

Website: mentalhealthireland.ie

Email: info@mentalhealthireland.ie

Serious long-term illnesses and physical disabilitiesMacmillan is a cancer support organisation offering a range of services and advice.

Website: macmillan.org.uk

 The People Hub is a charity working to empower people with long-term health conditions and disabilities through knowledge sharing.

Website: peoplehub.org.uk

Email: hello@peoplehub.org.uk

 Scope provides information and emotional support to disabled people.

Website: scope.org.uk

Email: helpline@scope.org.uk

Hearing impairmentRoyal National Institute for Deaf People (RNID) provides information and support for deaf people and those with hearing loss or tinnitus.

Website: rnid.org.uk

Email: contact@rnid.org.uk

Webform, Webchat and Video call using BSL available

 Irish Deaf Society seeks to promote the equality and rights of deaf people in Ireland.Website: irishdeafsociety.ie
 The National Charity for Deafness and Hearing Loss supports individuals across Ireland through their care, technology, advice and information services.

Website: chime.ie

Email: info@chime.ie

Visual impairmentRoyal National Institute of Blind People (RNIB) is one of the UK’s leading sight loss charities offering help and support to blind and partially sighted people.Website: rnib.org.uk
 NCBI provides support to blind or vision-impaired people throughout Ireland offering information, relevant technology and innovative programmes to assist individuals in education, the workplace and wider society.

Website: ncbi.ie

Webform available

Social isolation WaveLength gifts lonely individuals living in poverty with media technology includingradios, televisions, and tablet computers.

Website: wavelength.org.uk

Email: info@wavelength.org.uk

 British Red Cross provides local support services, workshops and resources to help people understand and overcome living with loneliness.

Website: redcross.org.uk/get-help/get-help-with-loneliness

 The Silver Line operates a confidential, free helpline for older people across the UK to offer friendship, conversation and support 24/7/365.

Website: thesilverline.org.uk

Age related supportAge UK’s Advice Line provides older individuals with advice and support across money and legal, care and support, health and wellbeing, and work and learning. They also offer weekly friendship calls to help beat loneliness.

Website: ageuk.org.uk/

Webform and Webchat available

 Age Action Ireland provides practical programmes to support older people to live full, independent lives through their Care and Repair, Information Service and Computer Training initiatives.

Website: ageaction.ie

Email: info@ageaction.ie

Debt and Managing FinancesMoney Helper providesfreegovernment-backed advice on money and pension choices. They also have a helpful online budget planner.

Website: moneyhelper.org.uk

Webchat available

 National Debtlinegives free and independent debt advice over the phone and online. They also provide an easy-to-use budget planner.

Website: nationaldebtline.org

Webchat available

 Step Change Debt Charity provides free, confidential advice and practical solutions to help people deal with financial debts. Their 60-second debt test indicates if help is needed.

Website: stepchange.org.uk

 Payplan offers free debt advice, providing solutions for people with multiple debts.

Website: payplan.com

Domestic Violence or Abuse, including financial abuseThe National Centre for Domestic Violence (NCDV) provides a free and fast emergency injunction service to survivors of domestic violence regardless of their financial circumstances, race, gender or sexual orientation.

Website: ncdv.org.uk

Email: office@ncdv.org.uk

 Refuge offers support to women and children experiencing domestic violence.

Website: refuge.org.uk

Homelessness / Home at riskShelter offers housing advice, support and legal services to anyone living in poor housing or at risk of eviction, repossession or homelessness in the UK.

Website: shelter.org.uk

GamblingGamCare is anational provider of free information, advice and support for anyone affected by gambling.

Website: gamcare.org.uk

Webchat available

AlcoholBeating Addictions provides information about a range of addictive behaviours and treatments.Website: beatingaddictions.co.uk
 Alcoholics Anonymous provides a helpline and meetings to support anyone with alcohol problems.

Website: alcoholics-anonymous.org.uk

Webchat available

Email: help@aamail.org

DrugsFRANK offers confidential advice and information about drugs, their effects and the law.

Website: talktofrank.com

 Narcotics Anonymous offers support to anyone who wants to stop using drugs.

Website: ukna.org

BereavementCruse Bereavement Care provides free care and bereavement counselling to people going through grief.

Website: cruse.org.uk

Caring responsibilitiesCarers UK provides advice and information for carers across a range of issues including benefits, residential care, the Carer’s Act and respite care.

Website: carersuk.org

 The Office of the Public Guardian protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finances. They provide information on how to make, register and end a lasting power of attorney.Website: gov.uk/government/organisations/office-of-the-public-guardian
Asylum Seekers and RefugeesThe British Red Cross supports refugees, asylum seekers and vulnerable migrants.

Website: redcross.org.uk/get-help/get-help-as-a-refugee

Learning disabilitiesMencap provides support to individuals with learning disabilities in any area of their life where they need support.

Website: mencap.org.uk

 Mind provides support and advice for individuals with learning disabilities.

Website: mind.org.uk

Email: info@mind.org.uk

 Turning Point provides support for individuals with learning disabilities.

Website: turning-point.co.uk

Webform available

 Inclusion Ireland - The National Association for People with an Intellectual Disability supports individuals with an intellectual disability in Ireland.

Website: www.inclusionireland.ie

Email: info@inclusionireland.ie

DyslexiaBritish Dyslexia Association operates a helpline 3 days a week to offer advice and support to individuals with dyslexia.

Website: bdadyslexia.org.uk

 Dyslexia Association of Ireland works with and for people affected by dyslexia, by providing information and support services, engaging in advocacy and raising awareness.

Website: dyslexia.ie

Email: info@dyslexia.ie

AutismNational Autistic Society provides support, guidance and advice to individuals on the autism spectrum and their families.Website: autism.org.uk
 Irish Society for Autism supports individuals with autism, raises awareness and promotes education.

Website: autism.ie

Email: admin@autism.ie

Webform available

Digital skillsGood Things Foundation gives people in need digital devices to improve access to jobs and education, improve quality of life and decrease social isolation.

Website: goodthingsfoundation.org