MFN Claims Limited Vulnerable Customer Policy

Introduction

At MFN Claims Limited, we are committed to treating all our clients fairly and with respect. We recognise that some customers may be in vulnerable circumstances and require additional support to ensure they receive the best possible service. This policy outlines how we identify and assist vulnerable customers in line with regulatory requirements and our commitment to providing exceptional service.

What Is a Vulnerable Customer?

A vulnerable customer is someone who, due to personal circumstances, is especially susceptible to harm, particularly when a business is not acting with appropriate care. Vulnerability can be temporary, sporadic, or permanent and may arise from factors including, but not limited to:

• Health issues: Physical or mental health conditions, including stress or anxiety.

• Life events: Bereavement, redundancy, or financial difficulties.

• Capabilities: Low literacy, numeracy, or digital skills.

• Circumstances: Age, language barriers, or lack of support networks.

Identifying Vulnerable Customers

Our team is trained to identify signs of vulnerability through:

• Communication: Listening for verbal cues, such as confusion or distress.

• Behaviour: Observing hesitation, difficulty understanding, or repeated requests for clarification.

• Information provided: Reviewing documents or information that indicate vulnerability.

If a customer voluntarily discloses their vulnerability, we will treat this information with sensitivity and in accordance with data protection laws.

Our Approach to Supporting Vulnerable Customers

We aim to:

1. Communicate Clearly:

• Use plain language and avoid jargon.

• Provide information in an accessible format.

2. Offer Flexibility:

• Allow additional time to process and understand information.

• Offer alternative communication methods (e.g., email, phone, or written correspondence).

3. Provide Additional Assistance:

• Assign a dedicated point of contact where possible.

• Allow the involvement of a trusted third party (e.g., a family member or support worker) with the customer’s consent.

4. Ensure Confidentiality:

• Handle sensitive information responsibly and securely.

• Only share information with third parties with explicit customer consent.

5. Signpost to Support Services:

Where appropriate, direct customers to external organisations or charities that specialise in supporting vulnerable individuals, such as:

▪ Citizens Advice (www.citizensadvice.org.uk)

▪ Mind (www.mind.org.uk)

▪ National Debtline (www.nationaldebtline.org)

Training and Awareness

All MFN Claims Limited staff receive training to:

• Recognise signs of vulnerability.

• Understand the appropriate actions to take.

• Provide empathetic and effective support.

We regularly review and update our training materials to ensure our team is equipped to meet the needs of vulnerable customers.

Monitoring and Reviewing Our Policy

We are committed to continually improving our support for vulnerable customers. This policy is reviewed annually or as required to ensure it remains effective and compliant with regulatory standards.

Contact Us

If you would like to discuss any specific needs or request additional support, please contact us:

• Phone: 0333 305 0999

• Email: [email protected]

• Address: MFN Claims Limited - Hive 365, Astute House, Wilmslow Road, Handforth, Cheshire, England, SK9 3HP

MFN Claims Limited is authorised and regulated by the Financial Conduct Authority (FRN: 837972).