Vulnerable Customer Policy

The purpose of this policy is to ensure that our operations do not have any negative impact upon vulnerable customers.

For the purposes of this policy, vulnerable customers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell and provide our services to ensure that they are not disadvantaged in any way.

Our staff are trained to identify vulnerable customers so we can take extra steps to assist outside of our standard procedures.

As soon we think we may be engaging with a vulnerable customer we will:

• Provide additional opportunities for the customer to ask questions about the information we have provided
• Continuously seek confirmation that the customer has understood the information that has been provided
• Ask if there is anybody who is able to assist. If not, and we believe this will be beneficial, we will make arrangements to continue with the subject matter at another time
• Offer you the opportunity to complete the transaction after a period of further consideration

If we can’t help a customer, we will try and make sure that they understand what alternative options are available to them.