Protect Vulnerable Customers Policy
1. Understanding the needs of your customer base (and target
market);
2. Staff having the competencies to recognize
and respond to these needs
3. Product design and
customer communications reflecting these needs; and.
4.
A focused, regular monitoring and review process.
Our key principles when engaging with a vulnerable customer
As soon we think we may be engaging with a vulnerable customer, whether this is through our identification or you are approaching us, we will:
• Immediately make a record of this and ensure we adhere to
this policy
• Provide additional opportunities for you
to ask questions about the information we have provided
•
Continuously seek confirmation that you have understood the
information that has been provided
• Ask if there is
anybody with you who is able to assist. If not, and we
believe this will be beneficial, we will make arrangements
to continue with the subject matter at another time
•
Offer you the opportunity to complete the transaction after
a period of further consideration.