Vulnerabilities Support
How to inform Emma of a life event, health issue or personal circumstances that affect your ability to use our app and service?
At Emma, we understand that life can bring challenges that may impact your ability to use our app or services. Whether you’re dealing with a health condition, financial situation, or significant life event, we’re here to offer personalised support. Our team is committed to being there for you when you need us the most, adapting our services to meet your individual needs.
What do we mean by 'Vulnerability’?
Vulnerability can affect anyone and can arise in many forms. It could be temporary or long-term and may relate to physical or mental health, financial circumstances, life events such as bereavement, or even limited technical knowledge. Recognising these factors allows us to provide tailored support so that every customer can get the most out of Emma.
We know that a lot of customers will not identify with the word vulnerable, and that is okay. At Emma, we see our users as unique human beings who all have unique needs.
What can Emma do to better support you?
Each customer’s situation is unique, so we offer support based on individual needs. Here are some ways we can assist:
If you have ADHD, for example, you might prefer shorter messages or emails with key points in bold, rather than being directed to lengthy articles
If you have mobility issues, we can simplify communication by offering yes/no questions to limit typing when contacting us.
If you’re facing mental health, physical health, or financial difficulties, we can connect you with organisations that provide specialised assistance.
How to tell us you need extra support?
If a life event or health issue is affecting your ability to use Emma, please get in touch via our in-app chat or email us at support@emma-app.com. We’ll ask a few questions to understand your situation and how it impacts your ability to:
Manage your account/finances
Use the Emma app
Contact customer support
Understand the product & services we offer
You can tell us what adjustments would help, or we can suggest some options. It’s completely up to you.
Personal Data
With your explicit consent, we can log this information in your account. This way, you won’t have to explain your situation every time you contact us. We’ll ensure you’re informed of what data we log, and you can request its removal at any time.
We always want to be transparent - so we have detailed which departments in Emma would have access to your personal data, and what they would use this for below.
Which team at Emma can use your personal data?
Customer Success: to ensure they can provide the support you need when you reach out.
Operations: to assists in managing account-related actions in line with your needs
Product: to review and adapt offerings to better serve all users, including those with special requirements.
Compliance: to conduct risk assessments to ensure our services remain appropriate for your needs
At Emma, we truly care about your well-being and are always here to help – no matter your circumstances, you can count on us to support you every step of the way.
At Emma, we understand that life can bring challenges that may impact your ability to use our app or services. Whether you’re dealing with a health condition, financial situation, or significant life event, we’re here to offer personalised support. Our team is committed to being there for you when you need us the most, adapting our services to meet your individual needs.
What do we mean by 'Vulnerability’?
Vulnerability can affect anyone and can arise in many forms. It could be temporary or long-term and may relate to physical or mental health, financial circumstances, life events such as bereavement, or even limited technical knowledge. Recognising these factors allows us to provide tailored support so that every customer can get the most out of Emma.
We know that a lot of customers will not identify with the word vulnerable, and that is okay. At Emma, we see our users as unique human beings who all have unique needs.
What can Emma do to better support you?
Each customer’s situation is unique, so we offer support based on individual needs. Here are some ways we can assist:
If you have ADHD, for example, you might prefer shorter messages or emails with key points in bold, rather than being directed to lengthy articles
If you have mobility issues, we can simplify communication by offering yes/no questions to limit typing when contacting us.
If you’re facing mental health, physical health, or financial difficulties, we can connect you with organisations that provide specialised assistance.
How to tell us you need extra support?
If a life event or health issue is affecting your ability to use Emma, please get in touch via our in-app chat or email us at support@emma-app.com. We’ll ask a few questions to understand your situation and how it impacts your ability to:
Manage your account/finances
Use the Emma app
Contact customer support
Understand the product & services we offer
You can tell us what adjustments would help, or we can suggest some options. It’s completely up to you.
Personal Data
With your explicit consent, we can log this information in your account. This way, you won’t have to explain your situation every time you contact us. We’ll ensure you’re informed of what data we log, and you can request its removal at any time.
We always want to be transparent - so we have detailed which departments in Emma would have access to your personal data, and what they would use this for below.
Which team at Emma can use your personal data?
Customer Success: to ensure they can provide the support you need when you reach out.
Operations: to assists in managing account-related actions in line with your needs
Product: to review and adapt offerings to better serve all users, including those with special requirements.
Compliance: to conduct risk assessments to ensure our services remain appropriate for your needs
At Emma, we truly care about your well-being and are always here to help – no matter your circumstances, you can count on us to support you every step of the way.
Updated on: 10/10/2024
Thank you!