Strategic Shareholder Climate and Risk Financial Financial Barclays PLC 28 report information sustainability report Governance review review statements Annual Report 2022 Customers and clients (continued) Supporting customers through Barclays UK Barclays has a large retail presence in the UK, offering a wide range of products and services to c.20 million customers through Barclays UK. We recognise that there is a heightened need to help customers who may be experiencing financial vulnerability due to the current inflationary pressures on household budgets. We are endeavouring to support customers during these challenging times, by focusing on four key areas: 1. using data analytics to determine which customers are in need of support and the appropriate type of support; 2. engaging those customers impacted to increase awareness of products, tools and support available; 3. understanding customers’ needs and developing solutions to provide greater support; and and save money through budgeting via our To better support financially vulnerable • Cost of living support by proactively contacting ® 4. ensuring colleagues have, and are aware of, Barclays Money Mentors . customers, we are enhancing our Barclays' over 13.5 million customers in 2022 with the financial health tools to enable them to tools, training, support and systems, continuing targeted emails based on their financial needs, Our early intervention strategies assess all support customers. to improve our ongoing support when providing support and guidance on managing customers who hold a retail product to Barclays defines vulnerability as any existing or customers need us the most. their finances, offering them help ranging from determine if we think they would benefit from potential customers who, due to their personal budgeting to direct financial support and our support. These customer engagement Our key measures in 2022 have included: circumstances e.g. financial difficulty, long-term guiding them towards dedicated functions strategies are bank-initiated and largely focused • Extending unsecured borrowing solutions for medical conditions, or other personal such as Barclays Financial Assistance (BFA) or around proactive communications, based on consumers allowing them to borrow money circumstances, are especially susceptible external agencies such as Step Change. sets of customer behavioural triggers, whilst we without offering up security based on a major to detriment. also support customers who initiate contact asset, while being protected by the Consumer • Providing knowledge and expertise through Our aim at Barclays is to offer an accessible, with us. Credit Legislation and the FCA’s Consumer our colleagues with the aim to offer our empathetic and inclusive service for our Our primary focus is to support customers Credit Sourcebook. customers more tools and features to customers, including for those who may typically whose account behaviours are showing signs educate them on managing their money, face barriers to accessing banking services, such Further details can be found on page 154 in relation to of possible early financial difficulty, and look to including by giving them guidance on how to + Consumer Duty within the Governance section in Part 3 of as customers living with disabilities, complex help customers maintain or regain control of the Annual Report use our digital platforms via the Digital Eagles, needs or experiencing difficult life events. their finances. or supporting them in their understanding of financial products, how to build financial plans,