Supporting Vulnerable Customers
At Red Ruby Financial, we’re committed to treating every customer fairly, and we recognise that some people may need extra support at certain points in their life. This could be due to health, life events, resilience, or capability, and it can affect anyone, at any time, sometimes temporarily and sometimes long-term.
What we mean by vulnerability
You might need extra support if you’re dealing with things like:
A serious illness or health condition, including mental health difficulties
A recent bereavement or major life event
Financial difficulty or low financial resilience
Low confidence or knowledge around financial products
Difficulty understanding, retaining, or acting on information
Caring responsibilities that affect your time or capacity
Physical or cognitive impairments
This isn’t a complete list, and vulnerability can affect anyone. It doesn’t need a label or a diagnosis for us to take it seriously.
How we support you
If you let us know you need extra support, we’ll adapt how we work with you. This might include:
Giving you more time during calls, with no pressure to make quick decisions
Explaining things in plain English and checking you’ve understood
Involving a trusted family member, friend, or carer, if you’d like
Providing information in a different format, if that helps
Following up in writing after a call, so you have something to refer back to
Adjusting how and when we contact you
Telling us what you need
You don’t need to disclose anything you’re not comfortable sharing. If you’d like to tell us about your circumstances, so we can support you better, you can do this at any point, whether that’s when you first get in touch, during your application, or later on. Just let your adviser know, or contact us using the details below.
Anything you tell us is kept confidential and used only to make sure we’re supporting you in the right way.
Contact us
Email: admin@redrubyfinancial.co.uk
Phone: 03332 421 647
Post: 15 Front Street, Sherburn Hill, Durham, DH6 1PA
If you’re supporting someone else, such as a family member or a customer you care for, we’re happy to talk to you too, with the right permissions in place.
