Vulnerable Customer Policy
This policy is to ensure that Bode (Bode Insurance Solutions Limited) always provide vulnerable customers with a positive experience.
At Bode a vulnerable customer is a customer and prospective customer who due to their circumstances or ability need extra support when they buy our policies or we provide services to them. Bode want to ensure that they are not disadvantaged in any way.
Definition
Vulnerable Customer Policy
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 key drivers for vulnerability can include, but are not limited to:
- Customers with communication difficulties (including learning difficulties and English not being their first language, dyslexia)
- A customer with a reduction in physical or mental capacity
- Customer with health issues - illness, whether physical or mental illness, severe or long term
- A sudden diagnosis of serious illness to the customer or close family member
- Personal circumstances of the customer – factors such as financial difficulties, bereavement, caring responsibilities or redundancy
- The customers age particularly older and younger people. For example, a younger person may be considered inexperienced and the older person may be less technologically able
Identifying a vulnerable customer
All of our staff are provided with training to help identify vulnerable customers, this means that we take extra care to ensure that everyones needs are met.
Anyone can experience vulnerability at some point in their lives, it is not always possible to identify if a customer is vulnerable. If you feel that you fit the criteria for a vulnerable customer, please let us know your particular needs.
How we engage with vulnerable customers
If we identify you as a vulnerable customer or you tell us you are, we will:
- Listen to you (to understand your needs)
- Ask questions (to discover how we can help you)
- Get your consent (to keep a note on our back office system for the future)
- Assist you (to get the right outcome and check your understanding)
To talk to us or register as a vulnerable customers
Email
info@bodeinsurancesolutions.co.uk
Phone
01903 890044
In writing
Bode Insurance Solutions
Becket House, 6 Littlehampton Road,
Worthing, West Sussex
BN13 1QE