Supporting vulnerable customers
Life events, health and financial pressure can affect anyone. We are committed to recognising vulnerability and adapting our advice so every client receives a fair outcome.
Our commitment
In line with the FCA’s guidance on the fair treatment of vulnerable customers (FG21/1) and the Consumer Duty, we design our advice process to work for people in a wide range of circumstances. Every adviser is trained to recognise the signs of vulnerability, respond with empathy, and adapt what we do so you can make informed decisions with confidence.
What vulnerability can look like
The FCA identifies four drivers of vulnerability. They are not labels — they describe circumstances that may be temporary, fluctuating or long-term.
Health
Life events
Resilience
Capability
How we adapt our advice
Practical adjustments we make as standard, at any point in the process and for as long as you need them.
- 01
Time and pace
Extra time on calls and meetings, with no pressure to decide. We are happy to revisit anything as often as you need.
- 02
Plain language
No jargon. We explain each step in everyday terms and check understanding before moving on.
- 03
A trusted third party
With your consent, we can involve a family member, friend or attorney in conversations and correspondence.
- 04
Your choice of channel
Phone, email, post or video — whichever works best for you, including larger print on request.
- 05
Preferences on record
We record what you tell us securely and revisit it at each interaction, so you never have to repeat yourself.
- 06
Specialist signposting
Where needs fall outside our advice, we point you to free, independent specialist support.
Tell us what you need
If something is affecting your ability to engage with the mortgage process — whether that is bereavement, illness, a change at work, or simply a preference for how we communicate — please tell us at any point. Nothing you share will affect the advice you receive; it helps us tailor it. Your preferences are recorded securely, treated in confidence, and reviewed each time we speak.
Useful contacts
The following organisations offer free, independent support that may complement our advice.
At a glance
- Policy owner
- Geoffrey Arnold, Compliance Officer (SMF16)
- Complaints Officer
- Ian Arnold
- Scope
- all regulated mortgage and protection clients
- Training
- all advisers trained on vulnerability awareness
- Need to raise a concern?
- Contact our Complaints Officer, Ian Arnold, via our complaints procedure.
- Last reviewed
- 26 July 2026, and at least every 12 months
What if your mortgage was solved, not sold?
Book a no-obligation fact-finding call with a qualified adviser. We’ll search the whole market and come back with a fully costed recommendation.