Additional Assistance

Footman James prides itself on offering excellent customer service with the appropriate level of care.

Those who require additional assistance:

We appreciate that some clients may need extra help and support with their insurance needs. Whilst our staff are trained to support clients, it is not always possible to identify all those with needs, so please tell us if you need extra help.

We will always consider if a clients’ individual circumstances may mean that additional assistance is required. Whilst not an extensive list, here are some examples:

• Clients with long or short term illness - both physical or mental health related
• A sudden change in circumstances such as bereavement, caring responsibilities or redundancy
• Over-indebtedness or outgoings exceeding income
• Customers with communication difficulties, low knowledge or confidence in managing finances
• Literacy/numeracy difficulties or learning difficulties

Our approach:

We aim to provide the right support and assistance to our clients and want to take extra precautions in the way we sell and provide our services to ensure clients and prospective clients are not disadvantaged in any way. Here’s how we can help.

As soon as we are aware a client needs additional assistance, whether this is through our identification or you informing us, we will:

• Make a record of this on your policy file to ensure all advisors are aware of the need to provide additional support.
• Provide additional opportunities for you to ask questions about the information we have provided.
• Ask for confirmation that you have understood the information that has been provided.
• If you prefer to have someone to assist you or speak on your behalf, or we believe it would be beneficial, we will make arrangements to do so.
• Give you time to consider the transaction before proceeding.

If we can’t help you, we will try and make sure that you understand what alternative options are available.

You can let us know that you require additional assistance in the following ways:

• Online - Complete the additional assistance form below. We will then contact you to discuss your needs.
• Call - Phone 0333 207 6000 to speak to one of our trained advisors who will be happy to assist you or click here to request a callback.
• In writing - Footman James, Castlegate House, Castlegate, Dudley, West Midlands, DY4 1TA