How We Support Customers Facing Health Challenges Or Vulnerabilities

At Marsh Finance, we know that your health can have a big impact on your day-to-day life, including how you manage your money. Whether you’re living with a long-term condition, struggling with your mental health, or navigating a disability, we’re here to listen and help.

If you’re a Marsh Finance customer and your health is making it harder to keep up with your car finance or communicate with us, we want to reassure you: you are not alone, and you do not have to face this alone.

👉 What counts as a health-related vulnerability?

👉 How health conditions can affect your finances

👉 What support we can offer at Marsh Finance

👉 You don't need to tell us everything, just enough so we can help

👉 We're committed to treating vulnerable customers fairly

👉 Support for customers with health conditions or disabilities

What Counts As A Health-Related Vulnerability?

Health-related vulnerabilities can take many forms. Everyone’s experience is different, but some examples of situations where you might need extra support include:

• Mental health conditions such as anxiety, depression, PTSD, or bipolar disorder
• Long-term illnesses like cancer, MS, chronic fatigue, or autoimmune diseases
• Cognitive impairments, including dementia or brain injury
• Neurodivergence, such as autism, ADHD, or dyslexia
• Physical disabilities that affect mobility, energy, or communication

Even if your condition is temporary, you can still ask for support. It’s not about proving anything, it’s about making sure you feel understood and treated with care.

How Health Conditions Can Affect Your Finances

Managing money while living with a health condition can be overwhelming. You might:

• Feel too unwell or low in energy to deal with financial admin
• Find it hard to concentrate, remember things, or understand information
• Be off work or living on reduced income
• Need someone else to speak on your behalf

We understand that missed payments don’t always mean someone is unwilling to pay; sometimes, they just can’t, or don’t know where to turn. That’s why we have specialist support in place.

What Support We Can Offer At Marsh Finance

If you're struggling with your car finance due to your health, please know that we’re here to help… not to judge. We’ll always aim to treat you with empathy, patience, and respect.

Here’s how we can support you:

🌟 Dedicated Support Teams

Our customer support team is trained to support people in vulnerable situations. You won’t be rushed or pressured; we’ll take time to understand what you need.

📝 Flexible Communication

We can adapt how we communicate with you. Whether you need more time to respond, written updates instead of phone calls, or help understanding your options, just let us know what works best.

🤝 Affordable Repayment Plans

If you’re struggling to keep up with payments, we may be able to agree on a temporary or long-term payment arrangement based on what’s affordable for you. Here’s more on what help is available if you’re struggling with car finance.

👨‍👩‍👧 Third Party Support

You can nominate a friend, family member, or trusted organisation to speak to us on your behalf. We can also signpost you to charities and services offering free support for people with health conditions or financial worries.

📄 Payment Options and Rights

In some cases, it might make sense to explore a voluntary termination or voluntary surrender of your agreement. We’ll explain your rights clearly and without pressure. Read more about VT vs VS here.

You Don’t Need to Tell Us Everything, Just Enough So We Can Help

We understand that talking about your health can feel personal and private. You don’t need to share every detail. Just telling us that you’re facing health challenges is enough for us to start putting the right support in place.

You can contact us however you feel most comfortable, by phone, email, or letter. If you’d prefer someone else to contact us on your behalf, we’re happy to speak with them once we have your permission.

We're Committed to Treating Vulnerable Customers Fairly

Supporting customers with health-related vulnerabilities is part of our wider commitment to fairness and care. You can read more about our approach to vulnerability here.

We work hard to make sure every customer feels safe, respected, and heard, no matter what they’re going through.

Your health comes first. Always.

If your condition is affecting your ability to manage your car finance, please don’t suffer in silence. At Marsh Finance, we’re here to work with you, with compassion, flexibility, and understanding.

Need help or want to talk?

Get in touch with our support team. The sooner we know what’s going on, the more we can do to help.

FAQs: Support For Customers With Health Conditions Or Disabilities