Vulnerable Customer Policy

The Financial Conduct Authority (FCA) defines a vulnerable customer as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.” We have a responsibility to treat all our customers fairly and to ensure that the way that we work does not cause them detriment, especially if they have vulnerable circumstances.

Vulnerable Customers

Our staff are able to provide vulnerable customers with the additional level of assistance they may require. It is not always easy to identify when a customer is potentially vulnerable, so if you believe you meet the criteria for a vulnerable customer, please let us know how we can support your needs. Customers from the following groups can, depending on individual circumstances, be considered to be vulnerable:

• Customers with communication difficulties
• Customers with reduced mental or physical capacity
• Customers with mental or physical health challenges
• Sudden diagnoses of serious illness to the customer or close family member
• Challenging personal circumstances for the customer, for example financial difficulties, bereavement or caring responsibilities
• Younger customers that may be considere to be inexperienced
• Older customerse who may be considered less technologically capable

Supporting Vulnerable Customers

If we are informed that we are dealing with a vulnerable customer, or if we think that is the case, we can offer various forms of additional support:

• Offer alternative methods of communication i.e. telephone, direct messaging, email or postal
• Provide additional opportunities for you to ask questions about our products or services
• Continuously seek confirmation that you have understood the information we have provided
• Ask if there is anybody with you who is able to assist
• Provide the opportunity to wait and give the product or service further consideration

Airdrop staff receive regular training to ensure that we are able to recognise and assist potentially vulnerable customers.