We are committed to treating all customers fairly, and we recognise that some customers may be in vulnerable circumstances. This policy explains how we identify and support customers who may need additional help.
What we mean by vulnerability
A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm. Vulnerability can be driven by health conditions, life events, low resilience, or limited capability.
How we support vulnerable customers
- Training our staff to recognise signs of vulnerability
- Offering flexible ways to communicate with us
- Giving customers extra time to make decisions where needed
- Adapting our service to individual needs wherever possible
Telling us about your needs
If you feel you may need additional support, please let us know. You can speak to a member of our team by phone on 0800 756 3986 or email info@myclaimgroup.co.uk. Any information you share will be treated sensitively and confidentially.
Our ongoing commitment
We regularly review this policy to make sure we continue to deliver good outcomes for customers in vulnerable circumstances, in line with FCA guidance.