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Vulnerable Customer


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WHAT IS MEANT BY VULNERABILITY?

Vulnerability is the term given to a customer who, due to a wide range of potential personal circumstance, might find it harder to use primebroker. Whether it’s a sudden, one-off life event like a bereavement or job loss; a long-term illness or disability; restricted technical or financial knowledge, vulnerability can affect people of all ages and backgrounds.

When getting in contact with us to discuss extra support, we appreciate you might not identify with the term vulnerable (it is a financial industry term, after all).

That’s why we pride ourselves on treating each and every customer uniquely, listening to and actioning any additional needs on an individual basis.

Why inform primebroker?

It doesn’t matter if a carer manages your finances, or you need accessibility help within the app; speaking to our award-winning Customer Care Team about your circumstances can help you make the most of your primebroker experience — in a way that works for you.

What internal and external support is available?

Even though we’re not in position as a company to give any financial advice, there are many ways in which we can offer support, including:

  • Multiple communication channels – including secure message, Live Chat, and telephone – so you can speak to us in a way that suits you.
  • Clear, simple, jargon-free communication at all times.
  • Alternative format communications such as braille, large print, and audio (all available on request).
  • If you’re experiencing any sort of financial difficulties, we can also point you in the direction of external charities and organisations that can provide more specific, tailored advice, help, and guidance based on your situation:

Gambling – Gamblers Anonymous

Money Management – Step Change Debt Charity

Fraud – Action Fraud

Financial Abuse – Surviving Economic Abuse

Mental Health – Mental Health UK

Health – Macmillan

How can you let us know you need extra support?

We want to make telling us about any extra support you might need as simple, speedy, and stress-free as possible. So, regardless of your situation, simply get in contact with our Customer Care Team by sending them a secure message, starting a Live Chat, or calling them on 0800 802 1800.

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