At Capital FinServ Limited, we are committed to ensuring all our customers receive fair, transparent and supportive treatment. We recognise that some customers may experience circumstances that make them more vulnerable, and we aim to provide the additional care, flexibility and understanding they may need. Treating vulnerable customers fairly is central to how we operate and reflects our obligations under the FCA’s Consumer Duty.

What Do We Mean by a “Vulnerable Customer”?

A customer may be vulnerable if their personal circumstances make them especially susceptible to harm, or if they require additional support to understand information or manage their borrowing.

The FCA identifies four key drivers of vulnerability:

• Health : Physical or mental health conditions, long-term illness, disabilities or addictions.
• Life Events : Bereavement, job loss, relationship breakdown or major life changes.
• Financial Resilience : Low or unstable income, high debt levels or difficulty coping financially.
• Capability : Difficulty understanding financial information, low confidence, or challenges with reading or digital access.

You do not need to have a diagnosed condition or provide sensitive details. If you feel you may benefit from additional support, please let us know.

How We Can Support You

If you are experiencing vulnerability, we may be able to offer:
• More time to explain information or financial terms.
• Written information in larger print or alternative formats.
• Text or calls instead of email communications, whichever is preferred.
• Permission for a trusted third party to speak to us on your behalf.
• Extra reminders about key dates or required actions.
• Tailored repayment options appropriate to your circumstances.
• Signposting to free, independent debt and money advice services.

Our team is trained to recognise and support customers with additional needs in a professional, respectful and confidential manner.

Telling Us About Your Circumstances

You can tell us at any point, before applying or during your loan term, if you believe you need extra support. You only need to share information you feel comfortable sharing, and we will never ask for unnecessary medical or personal documents.

You can contact us via :
Telephone : 0203 675 8755
Email : info@capitalfinserv.co.uk

Confidentiality and Data Protection

Any information you share with us about your circumstances is treated with strict confidentiality. Your data is protected under UK GDPR and will only be accessed by team members who need it to support you.

We will :
• Keep your information secure
• Use it only to provide appropriate support
• Not share it with third parties without your explicit consent, unless required by law

Free and Independent Support

You may find it helpful to speak with free, impartial money advice organisations :
• MoneyHelper – www.moneyhelper.org.uk
• StepChange Debt Charity – www.stepchange.org
• National Debtline – www.nationaldebtline.org
• Citizens Advice – www.citizensadvice.org.uk

Our Continuous Commitment

We regularly review our policies, processes and customer feedback to ensure we continue to treat vulnerable customers fairly and meet the highest standards under the FCA’s Consumer Duty.