Vulnerable Customer Policy
The purpose of this policy is to ensure that all operations of the company do not have a negative impact on vulnerable customers.
We recognise a vulnerable customer as customers or potential customers whose ability or circumstances require us to take extra measures and precautions when selling our products and services ensuring that they are not disadvantaged in any way.
The Financial Conduct Authority (FCA) has the following definition for a vulnerable customer; “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”
All staff at Robspeed are trained to identify vulnerable customers so that we may take extra care and steps beyond our normal procedures in order to assist them. However, it may not always be possible for our staff to recognise these characteristics. If you believe you fit the criteria for a vulnerable customer, please read this policy and notify us of your particular needs.
At Robspeed we understand that certain groups of customers may be vulnerable. Not all customers in these groups may be vulnerable and we will assess each customer individually when looking at their circumstances. These groups may include, but are not limited to:
· Customers with communication difficulties (Learning difficulties, English not their first language, dyslexia)
· Customers with a reduction in mental or physical capacity
· Personal circumstances of the customer (financial difficulties, bereavement, caring duties)
· The customers age (particularly older and younger people)
· Customers with health issues (physical and mental, severe or long term)
· A diagnosis of serious illness to both the customer or someone close to them
When engaging with a vulnerable customer we aim to:
· Make a record of this immediately and adhere to this policy
· Provide additional information so they best understand the process
· Provide additional opportunities for them to ask questions
· Seek continuous confirmation that they understand the information provided
· Breakdown the volume and complexity of the information we provide
· Allow additional time and operate with patience
· Ask if there is somebody with them that can better assist and if not available, reschedule for when they are
· Offer the opportunity to complete the transaction after a period of further consideration
If we believe we cannot help a customer, we will ensure they understand what alternative options are available to them.