Vulnerable customer policy
Claim PCP Today is committed to treating every customer fairly and with care. This policy explains how we identify, support and adapt our service for customers who may be vulnerable, in line with our obligations as an FCA-authorised firm.
- Policy owner
- Claim PCP Today
- Applies to
- All staff and panel partners
- Regulator
- Financial Conduct Authority
Our commitment
What we mean by a vulnerable customer
We follow the FCA's guidance (FG21/1) on the fair treatment of vulnerable customers. A vulnerable customer is someone who, due to personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care.
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Health
Physical or mental health conditions, disability, or cognitive impairment that affect day to day decisions.
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Life events
Bereavement, separation, caring responsibilities, redundancy or other significant changes.
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Resilience
Low ability to withstand financial or emotional shocks, including problem debt or low income.
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Capability
Low knowledge of financial matters, limited English, or difficulty using digital channels.
How we work
How we identify and support vulnerable customers
We train our team to listen for signs of vulnerability and to adapt the service we provide. No two people are the same, so our approach is to ask, record what is shared with us, and tailor the next steps.
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01
Listening at the first conversation
Our advisors are trained to recognise signs that a customer may need additional support, including tone of voice, pace of conversation, and what is shared with us.
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02
Recording needs with consent
With your permission, we record any support needs on your file so you do not have to repeat yourself. We handle this information sensitively and in line with UK data protection law.
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03
Adapting how we communicate
We can take more time, use plain English, send written summaries, contact you at preferred times, or work through a nominated representative where requested.
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04
Reviewing and signposting
We review needs throughout your case and can signpost to specialist support organisations if a matter falls outside the help we are able to provide.
Adjustments
Practical adjustments we can offer
We aim to make our service accessible and unhurried. If any of the following would help, please tell us and we will arrange it without fuss.
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More time to consider information and decisions, with no pressure to proceed.
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Information sent in writing, by post or email, where verbal updates are not preferred.
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A trusted friend, family member or carer can speak with us on your behalf with consent.
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Preferred contact times, channels and frequency to suit your circumstances.
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A pause on your case if you need time, including during illness or bereavement.
Our standards
Training, oversight and review
Looking after vulnerable customers is the responsibility of every member of the team. We review how we are doing so that the policy works in practice, not just on paper.
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Staff training
All customer facing staff receive training on vulnerability when they join, with regular refreshers thereafter.
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Call monitoring
A sample of calls is reviewed each month, with a focus on how needs are identified and recorded.
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Senior oversight
A named senior manager is accountable for the policy and reports to the board on outcomes.
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Annual review
The policy is reviewed at least every twelve months, and sooner if regulation or feedback requires it.
Talk to us
Tell us if you need extra support
You do not have to explain everything, and there is no wrong way to ask. A short note or a brief mention on a call is enough to start. We will take it from there.
- Your information will be treated confidentially and used only to provide the support you have asked for.
- You can change your preferences at any time, including who we should speak with.
- If you are not satisfied with how we have supported you, our complaints process is open to you at any time.
Helpful organisations
If your matter falls outside what we can help with, these UK organisations may be able to support you.
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Citizens Advice
Free, independent advice on money, debt and consumer issues.
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StepChange
Free debt advice and tailored support if money is tight.
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Samaritans
Confidential emotional support, available around the clock on 116 123.
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Financial Ombudsman Service
Free, independent review of complaints about financial firms.
Claim PCP Today is authorised and regulated by the Financial Conduct Authority. This policy is reviewed annually and was last updated in line with FCA guidance on the fair treatment of vulnerable customers.