Supporting Vulnerable Customers

A vulnerable customer is someone who, due to their personal situation, is especially susceptible to harm - particularly when a firm does not act with appropriate levels of care. Vulnerability can arise from a wide range of circumstances, including:

•  Health - physical or mental health conditions or illnesses that affect the ability to carry out daily tasks
•  Life events - such as bereavement, relationship breakdown, job loss, or becoming a carer
•  Resilience - low ability to withstand emotional or financial shocks
•  Capability - limited knowledge or confidence in managing finances, or low literacy or digital skills

Our Commitment to You

We understand that vulnerability can be temporary, recurring, or permanent, and can affect anyone at any time.

To support vulnerable customers, we have policies and procedures in place that ensure:

  • Recognition and empathy - Our team is trained to identify signs of vulnerability and to respond appropriately and sensitively
  • Clear and accessible communication - We ensure that all information is easy to understand, avoiding jargon, and offer alternative communication formats where needed
  • Tailored support - We will work with you to find the right support based on your individual circumstances
  • Fair and flexible processes - We allow extra time, simplify processes, and adapt requirements where reasonable to help you make informed decisions
  • Confidentiality - Any information you share about your circumstances is treated with respect, sensitivity, and in accordance with our data protection policies

 

Let us know how we can help

If you believe you may need additional support, or if you're caring for someone who does, please let us know. Disclosing your circumstances allows us to better understand your needs and provide the right level of assistance.

You can contact us by:

Phone: +44 (0) 1344 233950

Email: info@expacare.com

Online: Contact us form

We can also speak with a trusted representative on your behalf if you give us permission.

 

Our Ongoing Approach

Expacare regularly reviews its practices to ensure that we continue to meet the needs of all customers, especially those in vulnerable circumstances. We are guided by the FCA's principles of fair treatment and the Consumer Duty to deliver good outcomes.