Vulnerable Customer Policy

Outlined below is the ‘Vulnerable Customer Policy’ for Dipples.  This is to ensure that the way we conduct our business does not have a detrimental impact upon vulnerable customers.

The FCA expects firms like ourselves to treat all our customers fairly. When dealing with people who are of vulnerable circumstances we should take account of such vulnerability to ensure that the way we sell and provide our services does not cause them detriment.

Definition of a vulnerable customer

The Financial Conduct Authority (FCA) defines a vulnerable customer as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”

Identifying a vulnerable customer

Although we regularly train our staff every 6 months on how to identify vulnerable customers, it is not always easy to identify customers who may be deemed vulnerable. If you believe you meet the criteria for a vulnerable customer, please notify us as soon as possible of your particular needs. You are encouraged to do this when you first make contact with us. If you make us aware or we identify we are dealing with a vulnerable customer we will provide the additional level of assistance required in order to achieve a fair and appropriate outcome.

Vulnerability groups

Certain groups of customers may be vulnerable. Whilst not all customers in these groups may be vulnerable, we will consider a customer’s individual circumstances where a potential vulnerability is identified. These groups may include, but are not restricted to:

A customer with a reduction in physical or mental capacity, with communication difficulties (including learning difficulties and English not being their first language, dyslexia)

Customer with health issues or illness, whether physical or mental illness, severe or long term or a sudden diagnosis of serious illness to the customer or close family member.

Personal circumstances of the customer, such as financial difficulties, bereavement, caring responsibilities or redundancy

Dipples key principles of Vulnerable Customer interactions

If we suspect or know we may be engaging with a vulnerable customer, whether this is through our identification or you are approaching us, we will:

Make a record of this and ensure we adhere to this policy and to the following:

We will ask if there is anybody with you who is able to assist. If we believe this will be beneficial, we will ask if you would prefer to make arrangements to continue when someone is able to assist you.

We will provide additional opportunities for you to ask questions about the information we have provided, continuously seeking confirmation that you have understood the information provided.

You have the opportunity to complete the transaction after a period of further consideration.

If we are unable to assist you satisfactorily, we will try and make sure that you understand what alternative options are available to you, we may also seek specialist help/advice from trade bodies of partners if required.

Please contact us if you have any questions about our Vulnerable Customer Policy 

by email: sales@dipples.com

or write to us at: