Trust & compliance
Vulnerable Customer Policy
Anyone can find themselves in vulnerable circumstances, often temporarily and often without describing themselves that way. This page sets out how we try to recognise it and what support we offer.
Last updated 24 August 2026
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What vulnerability means here
The FCA describes a vulnerable customer as someone who, due to their personal circumstances, is especially susceptible to harm — particularly where a firm is not acting with appropriate care.
It commonly arises from one or more of four drivers:
- Health — physical or mental health conditions affecting day-to-day activities.
- Life events — bereavement, relationship breakdown, job loss, caring responsibilities.
- Resilience — low financial resilience or ability to withstand a shock.
- Capability — low knowledge or confidence with financial matters, or difficulty with the medium of communication.
What support we can offer
The practical adjustments we can make are set out here — alternative communication formats, additional time to decide, authority for someone to act on your behalf, and how we record your needs with your consent.
Staff training
How our staff are trained to recognise vulnerability, what they are empowered to do about it, and how cases are escalated, is set out here.
Independent help
If you are struggling with debt, free and independent advice is available from organisations including StepChange, National Debtline and Citizens Advice. We would always encourage you to use them — they are free, and using them does not affect your dealings with us.
If anything here is unclear, contact us on 0191 380 4680 or email enquiries@q-finance.co.uk.