1. What Is Customer Vulnerability?

A vulnerable client is one who, due to their personal circumstances, may be especially susceptible to harm — particularly when a firm is not acting with the appropriate level of care. Vulnerability can be permanent or temporary and can arise from many factors.

2. Drivers of Vulnerability

We recognise four main drivers of vulnerability:

• Health — physical or mental conditions that affect the ability to carry out day-to-day tasks.
• Life events — bereavement, job loss, divorce, or caring responsibilities.
• Resilience — low ability to withstand financial or emotional shocks.
• Capability — low knowledge of financial matters or digital skills.

3. How We Identify Vulnerable Clients

Our staff are trained to recognise possible signs of vulnerability through interactions, support requests, and account activity. Clients are also welcome to disclose their circumstances to us at any time so that we can adjust the support we provide.

4. Tailored Support

We offer flexible communication channels, plain-language explanations, additional time to make decisions, and where appropriate, the involvement of a trusted contact nominated by the client. Marketing and trading prompts may be reduced for clients in vulnerable circumstances.

5. Privacy and Sensitivity

Information shared about vulnerability is treated with the highest level of confidentiality and is only used to provide better support. It is recorded with your consent in line with our Privacy Policy.

6. Responsible Trading Tools

All clients have access to responsible-trading tools, including deposit limits, loss limits, cooling-off periods, and self-exclusion. These tools are particularly useful for clients who feel that trading is causing them stress or financial harm.

7. Reaching Out

If you, or someone you know, may be in a vulnerable situation, please contact our Client Care team. We are here to listen and to adjust the way we work together to suit your needs.