At The Introducing Broker Finance Hub Ltd, we recognise that certain individuals or groups may be particularly vulnerable due to their personal circumstances. Our commitment is to ensure that these clients, along with all our clients, consistently receive fair treatment, high-quality service, and positive outcomes. This statement provides an overview of our approach to supporting vulnerable clients.

In 2021, the Financial Conduct Authority (FCA) issued guidance to help UK organisations better identify and address the needs of vulnerable clients.

According to the FCA:

“A vulnerable client is someone who, because of their personal situation, is particularly susceptible to harm, especially if a firm does not exercise an appropriate level of care.”

Understanding vulnerability

While the following list includes examples of individuals and groups who may be considered vulnerable, we understand that vulnerability is subjective, and each person’s situation is unique. We acknowledge that categorising people can be limiting and may not capture the full picture.

• Age or life stage
• Financial hardship or issues related to the cost of living
• Mental health challenges
• Language barriers or communication difficulties
• Limited or low disposable income
• Addictions such as alcohol, drugs, or gambling
• Major life events or changes in circumstances
• Health or medical conditions
• Victims of financial crime
• Victims of physical abuse

Our team members are trained to recognise signs of vulnerability, which may include difficulties with the English language, issues with numeracy, confusion with specific terms, communication barriers, unusual or erratic behaviour, and any visible signs of emotional distress.

Our approach to supporting vulnerable clients

To continuously improve our understanding and support of vulnerable clients, our team members receive ongoing training and support through an online platform, and all client interactions are recorded for review. We are committed to refining our methods for identifying, engaging with, and delivering services to vulnerable clients.

If we suspect that a client may be vulnerable, we will ask relevant questions to better understand their circumstances and adjust our approach accordingly. If we determine that a client requires specialised assistance, we will refer them to the appropriate individual or external organisation for support.

In cases where a client has specific communication needs, we will work to engage the appropriate individual or organisation to facilitate communication, in compliance with data protection and GDPR regulations.

If you or someone you represent believes they should be considered a vulnerable client, please contact us at [Phone Number] or email us at [Email Address]. We will make all necessary arrangements to provide the required support.

For more information and guidelines, please visit the FCA website.