Vulnerable Consumer Policy

Capital Direct Management (UK) Ltd has established clear and effective policies and procedures for identifying and dealing with vulnerable customers.

The FCA definition of a Vulnerable Consumer is:

“Someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care”

Protecting vulnerable consumers is a key priority for us. We want vulnerable consumers to experience outcomes that are as good as those for other consumers. The fair treatment of vulnerable consumers is embedded into our culture, policies and processes throughout the whole consumer journey.

With vulnerable consumers, there are factors that may limit their ability or willingness to make reasonable decisions and choices.  These consumers may be at a higher risk of harm. So, the level of care that is appropriate for these consumers will be different from that for others.

This firm does NOT charge upfront fees for any customer it considers vulnerable where credit or mortgage related work is involved.   The firm does NOT charge upfront fees for any credit broking related work.

All staff, whether customer facing or not undergo training on vulnerable clients, by undertaking specific training and passing the relevant test.