Vulnerable Customer Policy | Prime insiders

Vulnerable Customer Policy

Introduction

At The Finance Insider, we are committed to providing inclusive, respectful, and supportive services to all our customers. We recognize that some customers may be in vulnerable circumstances due to factors such as age, mental or physical health, disability, financial hardship, or life events. This policy outlines how we identify and support vulnerable customers to ensure they receive fair and appropriate treatment.

Definition of a Vulnerable Customer

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to detriment—particularly when a business is not acting with appropriate levels of care. Vulnerabilities may include (but are not limited to):

Our Commitment

We are committed to:

Identification of Vulnerability

We may identify vulnerability through:

Support Measures

Depending on the customer’s needs, we may:

Staff Training

Our team members receive ongoing training to:

Continuous Improvement

We regularly review this policy to ensure it remains effective and aligned with best practices. Feedback from customers and staff is welcomed and used to improve our approach.