Vulnerability Situation Policy

At SumoSim, we strive to provide a high-quality service that reflects the diverse needs of our customers. We recognise that everyone’s circumstances are different, and we are committed to offering support that is empathetic, respectful, and personalised to each individual. 

Understanding Vulnerability 

Ofcom, our regulatory authority, defines vulnerability as circumstances that impact a person’s ability to access or use communications services. These may include factors such as age, disability, financial situation, or geographic location. Additionally, challenging life events—such as bereavement, illness, or unexpected hardship—can temporarily limit a person's ability to engage with everyday life and increase their dependence on communication services. 

Vulnerability can be temporary, long-term, or change over time. It can create various challenges, such as: 

  • Financial strain, including the risk of being mis-sold services or missing out on the most suitable deals 

  • Social isolation, especially when staying connected with friends and family becomes difficult 

  • Reduced capacity to engage fully in everyday activities and participate in society 

Vulnerability can present in various ways and may include—though is not limited to—physical or mental health issues, cognitive or learning difficulties, speech impairments, significant life events, or challenges with language. At SumoSim, we approach each situation with care, empathy, and confidentiality, ensuring support is tailored to individual needs. 

You’re welcome to let us know about any specific needs at any time by contacting our customer support team. 

Please note: This policy does not impact your rights under the Consumer Contracts Regulations, the Sale of Goods Act, or any other relevant statutory protections. 

 

Services and Support for Vulnerable Customers 

SumoSim offers dedicated support services for customers experiencing challenging circumstances. If you need assistance beyond what’s described here, please reach out to us — we’re here to help and will do our best to provide the right support or guidance. 

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Financial Hardship, Debt Management, or Unemployment 

As SumoSim’s plans run on a rolling monthly basis and offer the flexibility to pause at the end of each billing cycle, customers facing financial difficulties can easily disable auto-renewal through their account dashboard. 
 
If you need additional support, our customer service team is available to assist you. You may also find it helpful to seek advice from trusted external organisations such as: 

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Bereavement 

We recognise that losing a loved one is an incredibly difficult experience. At SumoSim, we’re committed to making the process of closing a deceased customer’s account as simple and stress-free as possible. Our support teams are trained to handle these situations with compassion and sensitivity. 

If you need help during this time, please don’t hesitate to get in touch. 

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Older Customers 

Age related vulnerability in later life often arises from a combination of health issues and personal circumstances. This may include  

We encourage customers to nominate an authorised contact to help manage their account if needed. For assistance with this or to learn more, please contact our support team. You may also find helpful guidance through the following resources: