Vulnerable Customer Policy

1. Purpose

This policy outlines how Redgate Lodge identifies and supports vulnerable customers, ensuring they are treated fairly, with dignity and respect, in line with FCA Consumer Duty requirements.

2. Definition of a Vulnerable Customer

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm. Vulnerability may arise from:

• Mental or physical health issues
• Low financial resilience
• Recent life events such as bereavement or job loss
• Learning difficulties or language barriers
• Age-related challenges

3. Our Commitment

We aim to recognize signs of vulnerability, offer appropriate support, and ensure that all customers receive outcomes that are fair and suitable for their needs.

4. Identifying Vulnerability

Our staff are trained to be alert to indicators of vulnerability, including:

• Difficulty understanding or processing information
• Signs of confusion or distress
• Disclosures about financial difficulties or health conditions

5. Supporting Vulnerable Customers

When vulnerability is identified, we will take the following steps where appropriate:

• Offer extra time for decision-making
• Use plain and clear language
• Avoid pressure selling or upselling
• Provide written information for reference
• Allow a friend or family member to be present during discussions

6. Staff Training

All customer-facing staff are given training to understand and apply this policy. Refresher training is provided annually.

7. Monitoring and Review

This policy will be reviewed annually and updated as required to reflect regulatory developments and best practice.

For questions about this policy, contact: Peter Cannon, Finance Director — peter@redgatelodge.co.uk