How We Identify and Support Vulnerable Clients

10 December 2025

Treating every client fairly is at the heart of what we do — and that includes providing extra care for those who may be in vulnerable circumstances. Whether someone is experiencing financial pressure, health issues, major life changes, or simply feeling overwhelmed, our goal is to ensure they always receive the right support at the right time.

Why Supporting Vulnerability Matters

This commitment reflects the FCA’s continued focus on ensuring good outcomes for consumers in vulnerable situations, in line with the Consumer Duty. While the regulator hasn’t introduced new rules, their most recent review highlights an important message: vulnerable clients are more likely to experience poor outcomes, which makes recognising and supporting them essential.

How Do We Identify Vulnerability?

We use tools like Comentis, a Financial Vulnerability Assessment, to identify and document clearly. However, real conversations remain invaluable. Clients often share more openly with advisers, so we combine technology with:

• Sensitive fact-finding

• Active listening

• Professional judgement

• Regular reassessment

Our Ongoing Commitment

We reassess vulnerability at every annual review, but we also stay alert to changes at any point. If a client seems distressed, confused, or simply not themselves, we’ll check in and offer additional support.

We continuously refine our approach, sharing best practice internally to ensure every adviser is equipped to provide exceptional care.

A Supportive, People-First Approach

Vulnerability isn’t a label — it’s a moment in someone’s life. Our aim is to ensure every client feels understood, supported, and treated with compassion.

If you’d like to learn more or think you may benefit from extra support, we’re always here to help.