Additional Assistance

Additional Assistance & Vulnerable Customers

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

  • Health - a client with a reduction in physical or mental capacity, physical or mental illness whether severe or long term.
  • Life events - bereavement, caring responsibilities or redundancy.
  • Resilience - low emotional resilience, over-indebtedness, outgoings exceed income.
  • Capability - clients with communication difficulties, low knowledge or confidence in managing finances, poor literacy or numeracy, learning difficulties.

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:

Our approach:

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:

  • 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 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

Additional Assistance Form

Please complete this form if you have any particular needs, changes in circumstances (temporary or permanent) or anything else which means you feel that you may require additional assistance from ourselves.