How does Skrill support its customers' needs?

We’re committed to understanding and supporting all our customers, which is why we have introduced our Additional support programme, in compliance with the Financial Conduct Authority (FCA) guidelines.
According to the FCA, vulnerable customers are those who face circumstances that put them at risk if a company doesn’t provide them with the support they need. Many situations may cause a person to identify as vulnerable, but the four main categories include health reasons (mental/physical disability, injury, illness), life events (bereavement, abuse, caring responsibilities), resilience (low or unstable income, debt, unemployment), and capabilities (learning difficulties, low financial knowledge).

Identifying your needs

We let our customers have their say – we’ve sent out a survey to see if our customers are placed in special circumstances and need our additional support.

We also use secure machine learning to flag any potential activities that might correspond with vulnerable situations.

To help our customers avoid any harm when using our products, we regularly evaluate and address the potential risks and impacts of our services whenever we create, update, and distribute our products.

You can opt in to our Additional support programme at any time by logging into your account via web and visiting section Settings > Personal details > Additional support programme > Edit; then select all options that apply to your circumstances

Below you will find the most common circumstances and how our Additional support programme addresses them.

Fraud and scam

Helping you protect yourself against fraud and financial crime is extremely important to us. 

Fraudsters use various tricks to access your information, such as phishing emails, fake social media ads and online impersonation, to name just a few. Discover how to spot suspicious activity related to your Skrill account, and what to do to keep your money and identity safe online.

Gambling block

Gambling could become a problem if you lose the ability to stop. This is why we have introduced our gambling block feature, which allows you to stop any payments to gambling merchants. Check out our related article to find out more.

Power of attorney

If you’re acting on someone else’s behalf due to death or illness, we’ll support you throughout the process of accessing their account and finances. You can always contact our Customer Support via the available channels below.

Keep in mind that we’ll require certain documents to verify who you are and whether you have permission to act on the account holder’s behalf. Check out our related articles to find out more.

Managing a deceased person’s account 

We know losing a loved one is hard, so we aim to make the process as straightforward as possible. 

When you’re ready, get in touch with our Customer Support who will talk you through closing the account and where you can find additional support. Please also check out the relevant related article below for more details.

How we handle your data 

The personal information you share helps us provide you with the best possible service and support.

Any information you give us is kept confidential and protected. We won’t share your data with any third parties unless required to do so by law, or in exceptional circumstances to protect your personal interests.

We’ll keep your information for a period in accordance with our retention policies, so we can prove the support we’ve provided to you if the need arises. 

See our Privacy Notice for more information on how we process your personal data.

If you need additional support, please check out the related article listing the contact details of local organisations (valid for the United Kingdom and Ireland only). 

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