1. Introduction

At BlackB Financial Services we are committed to providing inclusive, respectful, and supportive services to all our customers. We recognize that some customers may be in vulnerable circumstances due to factors such as age, mental or physical health, disability, financial hardship, or life events. This policy outlines how we identify and support vulnerable customers to ensure they receive fair and appropriate treatment.

2. Definition of a Vulnerable Customer

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to detriment—particularly when a business is not acting with appropriate levels of care. Vulnerabilities may include (but are not limited to):

• Age-related vulnerability (young or elderly)
• Physical or mental health conditions
• Learning difficulties or cognitive impairments
• Low literacy or language barriers
• Financial hardship or over-indebtedness
• Major life events (e.g., bereavement, job loss, relationship breakdown)
• Technological exclusion or lack of digital literacy

3. Our Commitment

We are committed to:

• Treating all customers with empathy, respect, and sensitivity.
• Identifying potential signs of vulnerability.
• Providing appropriate support and adjustments based on individual needs.
• Ensuring our staff are trained to recognize and assist vulnerable customers.
• Respecting customers’ privacy and handling their information with care.

4. Identification of Vulnerability

We may identify vulnerability through:

• Direct disclosure by the customer.
• Observations of behavior or communication (e.g., confusion, distress).
• Feedback or complaints indicating a customer may be struggling.
• Repeated missed payments or service requests.

5. Support Measures

Depending on the customer’s needs, we may:

• Offer alternative communication methods (e.g., written correspondence, simplified language).
• Allow extra time for decisions or completing tasks.
• Signpost to external support organizations.
• Pause or adjust our services to accommodate specific circumstances.
• Offer to speak to a trusted third party (with the customer’s permission).

6. Staff Training

Our team members receive ongoing training to:

• Recognize potential vulnerabilities.
• Communicate clearly and compassionately.
• Escalate concerns appropriately within our organization.
• Maintain confidentiality and handle sensitive situations with care.

7. Continuous Improvement

We regularly review this policy to ensure it remains effective and aligned with best practices. Feedback from customers and staff is welcomed and used to improve our approach.