Vulnerable Customer Policy

Claims4gain is a trading style of MFN Claims Limited, authorised and regulated by the Financial Conduct Authority (Firm Reference Number 837972).

We are committed to treating all customers fairly and in line with the FCA’s Consumer Duty and the FCA’s Guidance on the Fair Treatment of Vulnerable Customers.

We recognise that vulnerability can affect anyone at any time and may impact a person’s ability to understand information, make decisions, or engage with our services.

What Is a Vulnerable Customer?

A vulnerable customer is someone who, due to personal circumstances, may be especially susceptible to harm if appropriate care is not taken.

Vulnerability may be temporary or permanent and may arise from factors including:

• Physical or mental health conditions
• Bereavement, redundancy or serious life events
• Financial difficulty
• Low confidence with literacy, numeracy or digital systems
• Age related factors
• Language barriers or limited support networks

Identifying Vulnerability

We do not assume vulnerability. We look for indicators such as:

• Difficulty understanding information
• Signs of distress or confusion
• Repeated questions or hesitation
• Disclosure of health, financial or personal challenges

Where a customer discloses vulnerability, we handle that information sensitively and in accordance with data protection law.

How We Support Vulnerable Customers

We aim to reduce the risk of harm by:

Clear Communication

• Using plain language
• Explaining fees, risks and processes clearly
• Checking understanding before proceeding

Flexibility

• Allowing additional time to consider information
• Offering alternative communication methods

Additional Support

• Providing a consistent point of contact where possible
• Allowing a trusted third party to assist, with consent

Confidentiality

• Protecting sensitive information
• Sharing information only with consent or where legally required

Signposting

Where appropriate, we may direct customers to independent support organisations such as Citizens Advice, Mind or National Debtline.

Staff Training

All staff receive training to recognise vulnerability indicators, communicate appropriately and take reasonable steps to support customers fairly.

Ongoing Review

We review this policy regularly to ensure it remains aligned with FCA expectations and good practice standards.

Contact

If you require additional support or wish to inform us of specific needs, please contact:

Phone 0333 305 0999
Email [email protected]

Claims4gain is a trading style of MFN Claims Limited, authorised and regulated by the Financial Conduct Authority (Firm Reference Number 837972).