Everyone deserves fair, respectful, and accessible support, especially when personal circumstances make it harder to manage finances or make decisions. If you’re a vulnerable client (as defined by the FCA), we’re here to help in a way that works for you.
What is a vulnerable client (FCA definition)?
The Financial Conduct Authority (FCA) defines a vulnerable client (or vulnerable customer) as someone who, because of personal circumstances, is especially susceptible to harm—particularly if a firm doesn’t act with appropriate levels of care.
Vulnerability can look different for everyone. It might be:
• A health condition
(physical, mental, or cognitive)
• A life event
(bereavement, separation, caring responsibilities)
• Low resilience
(struggling to cope with financial or personal shocks)
• Limited capability
(such as low literacy, numeracy, or digital confidence)
It’s important to remember that vulnerability isn’t always visible, and it can affect anyone, at any time. The FCA encourages firms to treat vulnerability as a spectrum, not a label.
You’re not alone, vulnerability is common
Many people experience periods of vulnerability. The FCA’s Financial Lives survey highlights how common characteristics of vulnerability are across the UK:
• Nearly half of UK adults showed one or more characteristics of vulnerability in 2024.
• One in four had low financial resilience.
• 22% of those who experienced a negative life event said it impacted how they dealt with their finances.
• Digital exclusion has improved, but 1.2 million people - many over 75 - still face barriers online.
These numbers represent real people facing real challenges. If you’re finding things difficult, telling us what you need (in whatever detail feels comfortable) helps us provide the right support.
Source: FCA Financial Lives survey
How we support vulnerable clients
Every client’s situation is different, so our support is flexible. We focus on accessibility, clear communication, and giving you time and space to make decisions—especially if you’re experiencing a health condition, a difficult life event, low resilience, or limited capability.
• Accessible Premises:
Step-free access and accessible toilets make our building easier to navigate.
• Inclusive Website:
Designed with accessibility in mind, our site supports users with visual, cognitive, or motor impairments.
• Flexible Appointments:
We offer online meetings or shorter sessions with enough space if you feel you need to bring a loved one to support you.
• Empathetic Communication:
Our team listens without judgment and responds with care. We’ll never rush you, and we’ll always respect your preferences.
Why telling us helps
When you feel safe sharing your circumstances, we can tailor support to you—adjusting how we communicate, offering extra time, or changing the way meetings are run. Small changes can make a big difference.
If you’re going through a difficult time—or think you might benefit from additional support—please tell us. You don’t need to share everything: just enough for us to understand what would help. We’ll handle your information respectfully and confidentially.
