Vulnerable Customer Policy

Introduction 
At Moneycope, we are dedicated to offering services that are inclusive, respectful, and supportive to everyone. We understand that some individuals may face circumstances that put them in a vulnerable position—whether due to age, health, disability, financial challenges, or significant life events. This policy outlines how we identify and support such customers to ensure fair and considerate treatment. 

What Is a Vulnerable Customer? 
A vulnerable customer is someone who, because of personal circumstances, may be more likely to experience harm if their needs aren’t properly addressed. Vulnerabilities can take many forms, including but not limited to: 

• Age-related challenges (younger or older individuals) 

• Physical or mental health conditions 

• Learning difficulties or cognitive impairments 

• Language barriers or low literacy 

• Financial strain or excessive debt 

• Life events such as bereavement, unemployment, or divorce 

• Limited access to or understanding of digital tools 

Our Approach 
We are committed to: 

• Treating every customer with compassion, dignity, and care 

• Being aware of and responding to signs of vulnerability 

• Adapting our approach to suit individual circumstances 

• Ensuring our team is trained to handle vulnerable situations 

• Protecting customer information and maintaining confidentiality 

Recognising Vulnerability 
We may become aware of a customer’s vulnerability through: 

• A direct disclosure by the customer 

• Noticing signs such as confusion, distress, or hesitation 

• Feedback that suggests a customer may be experiencing difficulty 

• Missed payments or repeated requests for assistance 

How We Offer Support 
Based on individual needs, we may: 

• Communicate using clearer or alternative methods 

• Allow more time for discussions or decision-making 

• Refer customers to relevant support services 

• Adjust or temporarily suspend our services when needed 

• With permission, speak with a trusted third party on the customer’s behalf 

Staff Training and Awareness 
Our staff receive regular training to: 

• Identify potential vulnerabilities 

• Communicate in a patient, respectful manner 

• Escalate concerns when appropriate 

• Handle sensitive issues with discretion and care 

Ongoing Review 
We routinely evaluate this policy to ensure it remains current and effective. Input from both customers and staff helps us refine our approach and maintain best practices in supporting vulnerable individuals.