How We Support Customers Facing Bereavement, Illness Or Life Events

Compassionate financial support when life takes an unexpected turn

👉 Life events and vulnerability: what you need to know
👉 What support does Marsh Finance offer during bereavement, illness or life events?
👉 External support resources for financial and emotional wellbeing
👉 Read our vulnerable customer policy
👉 Need support? We're here to help
👉 FAQs

Life isn’t always predictable. A sudden bereavement, a serious illness, or a major life change like separation or redundancy can have a huge emotional and financial impact. If you're struggling to manage your car finance during one of these difficult times, you're not alone, and support is available.

At Marsh Finance, we believe in treating every customer as a human first. We understand that when you’re dealing with personal loss or hardship, managing a car finance agreement might not be top of your list, and it shouldn't have to be.

This guide explains:

• What support is available if you're dealing with bereavement, illness or other life events
• How these circumstances may class you as a vulnerable customer
• What Marsh Finance can do to help
• Trusted external charities and services that can support you, too

Life Events And Vulnerability: What You Need To Know

When you're facing something like the loss of a loved one, a health diagnosis, or a sudden job change, the FCA (Financial Conduct Authority) considers this a form of vulnerability.

That means:

• You may be more at risk of financial harm
• You may struggle to make decisions or keep up with payments
• You may need extra support, and you're entitled to it

👉 Read more in our guide: What Counts as a Vulnerable Customer, and What Support is Available?

What Support Does Marsh Finance Offer During Bereavement, Illness Or Life Events?

We understand that no two situations are the same. That’s why our support is flexible, personalised, and designed to reduce your stress, not add to it.

Here’s how we help:

💬 Compassionate communication

Our team is trained to speak with empathy and patience. Whether you're overwhelmed, grieving or simply don’t know where to start, we'll walk through your options step-by-step, in a way that makes sense for you.

We can:

• Pause collections activity while you get things in order
• Communicate with someone else on your behalf (with your consent)
• Send written updates if speaking over the phone is too difficult

📅 Payment flexibility

We can help ease the pressure by:

• Arranging temporary payment holidays or reduced plans
• Reviewing your agreement to explore more affordable options
• Giving you time and breathing space to assess your situation without pressure

Handling finance after someone has passed away

If you’re contacting us about a loved one who has passed away, we’ll make the process as simple and gentle as possible. We can:

• Guide you through closing or transferring an account
• Offer dedicated support via our bereavement team
• Pause any communications until you’re ready to talk

You don’t need to provide everything all at once, we’ll take things at your pace.

Accessible online support

Our website includes an accessibility plug-in that lets you adjust text size, contrast, and layout for easier use. We also offer communication in different formats if needed.

Everything is treated in confidence

Whatever you tell us stays private. We’ll only use it to provide the right support, and you’ll never be judged for your situation.

External Support Services For Financial And Emotional Wellbeing

You might also find help from these trusted, free organisations:

💷 Financial and debt support

• StepChange Debt Charity – stepchange.org
• Citizens Advice – citizensadvice.org.uk
• National Debtline – nationaldebtline.org

🧠 Mental health and bereavement

• Mind – mind.org.uk
• Cruse Bereavement Support – cruse.org.uk
• Samaritans – Call 116 123 or visit samaritans.org

💡 Benefits and hardship support

• Turn2Us – turn2us.org.uk
• Christians Against Poverty – capuk.org

Read Our Vulnerable Customer Policy

We’ve built our approach on FCA guidance and real-world empathy. For more details on how we support vulnerable customers, please read our policy:

Need Support? We’re Here To Help

If you’re going through a difficult time, whether it’s bereavement, illness, or a major life change, please don’t face it alone. At Marsh Finance, we’re here to listen, understand, and support you with compassion, not judgment.

Whether you need more time, flexible payments, or simply someone to talk things through with, our team is ready when you are.

👉 Contact us today to speak to a member of our support team.