Eleanor is a 29-year-old finance clerk at a Glasgow graphic design firm called By Design. She lives a strictly isolated life, spending her weekends completing crosswords and drinking heavily to block out painful memories. Bearing a distinctive facial scar, she faces frequent mockery from coworkers but maintains a sharp, literal-minded wit. Her unchanging routine shatters when she develops an intense infatuation with a local musician and decides to overhaul her appearance.

Raymond is the newly hired IT technician at By Design. He wears casual, wrinkled clothing, walks with an awkward lope, and smokes frequently. Despite Eleanor's initial coldness and criticism, he consistently extends kindness to her. Their connection deepens after they work together to assist an elderly man who collapses in the street.

Eleanor's mother speaks to her daughter during strictly scheduled weekly phone calls from an institution. She alternates between speaking in a refined, mimicking accent and yelling obscenities at people in the background. She holds punishing standards, verbally abuses Eleanor, and heavily influences her daughter's fragile self-image.

Johnnie is the lead singer of a local band called the Pilgrim Pioneers. He possesses handsome features and a specific style that matches Eleanor's mother's strict criteria for a gentleman. He remains completely unaware that he has become the target of Eleanor's extensive self-improvement and research project.

Dr. Temple is a therapist assigned to treat Eleanor. She presents a casual appearance, sporting gold shoes and a handbag covered in keychains, which initially leads Eleanor to dismiss her as unprofessional. She proves to be a sharp, patient listener who creates a safe environment for Eleanor to discuss deeply buried trauma.

Marianne is Eleanor's younger sister. Eleanor holds fragmented, deeply buried memories of her, recalling her light brown eyes and a joyful picnic they once shared. Thoughts of Marianne are directly tied to the traumatic house fire from Eleanor's past.

Sammy is an elderly former mail carrier. After Raymond and Eleanor call an ambulance for him, he survives a serious medical event and embraces them warmly, referring to them as his Good Samaritans. He introduces Eleanor to a positive, welcoming family dynamic that she has never experienced.

Laura is Sammy's daughter. She works as a hair stylist and maintains a brightly decorated, welcoming home. She treats Eleanor and Raymond with immediate friendliness, eventually providing Eleanor with a transformative new haircut at her salon.

Raymond's mother lives in a tidy suburban house and loves to cook. She treats her son with open affection and extends genuine hospitality to Eleanor, creating a sharp contrast to Eleanor's own maternal relationship.

Bob manages the By Design graphic design firm. He recognizes Eleanor's reliability as a finance clerk and values her contributions to the office, eventually offering her a promotion to office manager. He supports her when she takes a medical leave of absence.

Billy is a coworker at By Design. He attends a local music gig with Eleanor but later insults her behavior to other colleagues, calling her mental behind her back.

Bernadette works alongside Eleanor at By Design. She inadvertently provides Eleanor with crucial background information about Johnnie Lomond, including his relationship status and educational background.

June is a social worker assigned to Eleanor's case. She conducts regular visits to Eleanor's neglected apartment, reading from a file that details Eleanor's traumatic past in the foster system.

Mr. Dewan owns the local convenience store in Eleanor's neighborhood. He observes Eleanor's regular alcohol purchases and occasionally expresses quiet concern for her physical wellbeing when she arrives looking disheveled.

Keith is one of Sammy Thom's sons. He celebrates his fortieth birthday at a local golf club, providing Eleanor with another opportunity to practice her developing social skills on the dance floor.

Glen is a rescue cat with patchy black fur. Saved from a terrible accident by Raymond's roommate, the cat moves into Eleanor's apartment and provides her with a reason to care for another living creature.