Footman James prides itself on offering excellent customer service with the appropriate level of care.
Identifying a vulnerable client or those who require additional assistance:
We appreciate that some clients may need extra help and support with their insurance needs and are at risk of becoming vulnerable or needing extra assistance. Our staff are trained to identify such clients so we can take steps to assist outside of our standard procedures. However, it is not always possible to identify all those with needs, so please tell us if you need extra help.
Characteristics associated with vulnerability
We will always consider a clients’s individual circumstances where a vulnerability is identified, whilst not an extensive list, here are some examples of characteristics associated with drivers of vulnerability
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”.
The FCA expects firms like ourselves to treat clients fairly when we are dealing with people in vulnerable circumstances. More information can be found on the FCA website: https://www.fca.org.uk/publications/finalised-guidance/guidance-firms-fair-treatment-vulnerable-customers.
We are aware that not all clients who experience the above may be vulnerable or require additional assistance but for those that do, we want to ensure we take extra precautions in the way we sell and provide our services to ensure those clients and prospective clients are not disadvantaged in any way. Here’s how we can help.
As soon as we think we may be engaging with a vulnerable client, whether this is through our identification or you informing us, we will:
If we can’t help you, we will try and make sure that you understand what alternative options are available.
You can register as a vulnerable client or inform us 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