PVC Policy

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.

If we can’t help a customer, we will try and make sure that they understand what alternative options are available to them.