Vulnerable Customers Policy

We recognise that some customers we meet will be vulnerable in the context of how we interact with them, by their personal circumstances.

As a provider of financial services, we have a duty and obligation to ensure that all elements of our work are consistent with our inclusive nature and that we make reasonable adjustments and puts in place appropriate additional support mechanisms to take account of these needs and to ensure such customers are not at risk of undue detriment.

This report is intended for use by Internal Staff/Third Parties (shortened version) and is designed to ensure that we meet not just our legal and regulatory requirements, but also the ethical standards that we set ourselves as part of our company values. Because of our values.

We are committed to ensuring anyone who interacts with all consumers, its staff and volunteers engaging with vulnerable individuals will take all reasonable measures to ensure that the accessibility/risks of harm/welfare are minimised and that they are treated fairly.

This will be done through adherence to this policy and by ensuring the practice of safe recruitment in checking suitability of staff working with potentially vulnerable adults. Resolute is committed to providing appropriate support to vulnerable customers and this forms part of our wider commitment to ensuring our services meet the obligations of Equality Act 2010/FCA guidelines around Vulnerability and TCF.

This policy aims to:

• Provide guidance for staff on how we define and identify a vulnerable customer.
• Outline the processes we have in place to help support vulnerable customers.
• Outline roles and responsibilities in relation to vulnerability and how we will oversee compliance in this area.