Vulnerable Clients
Supporting Vulnerable Clients
At SPF Private Clients, we are committed to delivering quality products and services across Mortgages, Protection, General Insurance, and Financial Planning. We work in an open, responsible, and inclusive way that builds trust and ensures our clients receive fair treatment and good outcomes – especially when they need us most.
We understand that every client is different, and we aim to communicate in ways that suit your individual needs. Whether you’re making a financial decision or managing a life event, we want your experience with us to be positive, informed, and supportive.
Identifying Vulnerable Circumstances
You may not consider yourself vulnerable, but there are many reasons why you might benefit from extra support. These can include:
- Physical or mental health conditions
- Learning difficulties or neurodiversity
- Financial hardship or life changes such as bereavement, illness, or redundancy
- Language barriers or communication challenges
If any of these apply to you or if you simply need a little more help, we’re here to support you.
How We Support You
Our colleagues receive training to identify and assist clients in vulnerable circumstances. We’re always looking for ways to improve your experience, so if there’s something we can do to help, please contact us at client.support@spf.co.uk.
Accessible Communication
If you find it difficult to read standard documents, we can provide information in:
- Large print
- On coloured paper (e.g. for dyslexia)
- Other formats upon request
We also support clients who are deaf, hard of hearing, or have speech difficulties. You can contact us using Relay UK, a free service that helps people communicate over the phone using a text relay assistant. To use this service:
- Dial 18001 followed by our number using the Relay UK app or a textphone.
- A relay assistant will join the call to help relay the conversation in real time
For more information or to download the app, visit www.relayuk.bt.com or contact us on client.support@spf.co.uk where our team would be happy to assist you further.
Financial Difficulty & Cost of Living Support
We understand that financial pressures can affect your ability to maintain your cover or commitments. If you’re struggling, we may be able to help by:
- Reviewing your product needs
- Adjusting your cover or terms
- Exploring more suitable options across our product range
If your situation relates to a mortgage, we recommend speaking directly with your lender. You may also find the Mortgage Charter helpful.
Where your product is financed (e.g. via premium finance), further tailored support may be available from your finance provider.
Appointing Someone to Act on Your Behalf
If you need help managing your affairs, please speak to your adviser and we can support you in the following ways:
- Delegated Authority: You can nominate someone to speak to us on your behalf.
- Power of Attorney: If you have a registered Power of Attorney, please send us a certified copy so we can liaise with your representative.
Bereavement Support
We understand how difficult it is to lose a loved one. Our team is here to help you manage any policies or products held with us.
What to do:
Email client.support@spf.co.uk or your adviser with the policyholder’s name, postcode, and date of birth. We’ll guide you through the next steps and request a copy of the death certificate if needed.
How We Record Your Information
We only record information about a client’s vulnerability or disability when it is relevant to the services we provide. For more details, please refer to our Privacy Policy.
Monitoring Our Approach
We regularly review our policies, staff training, and third-party relationships to ensure we meet the needs of all our clients. This includes ongoing assessment of how we support vulnerable customers in line with the Consumer Duty.
Financial Difficulty
If money is a bit of a struggle for you at the moment, you’re not alone – we are here to help.
We understand that many factors can lead to financial difficulty. Our friendly team will be happy to discuss your individual circumstances and assess how we can support you. This may include:
- Reviewing your current arrangements
- Removing or adjusting elements you no longer need
- Exploring more suitable or affordable products across our full range
Where your product is financed (e.g. via premium finance), further tailored support may be available from your finance provider.
Please let us know should you prefer to make an appointment to discuss with a member of our team in confidence.
Other Financial Support
Debt advice – help is at hand
Debt advice is where you get help from people in dealing with your debt. They can help you talk to people you owe money to and set up a repayment plan you can stick to.
People that access advice resolve their issues more quickly than those that don’t, and hundreds of thousands get free debt advice every year.
You can also contact the following not-for-profit organisations directly for free, non-judgemental and impartial debt advice through telephone, online and face-to-face channels:
- MoneyHelper
For free, unbiased and easy-to-access money tools, information and advice visit moneyhelper.org.uk or call 0800 138 7777
- Money Advice Scotland
If you live in Scotland, and looking for debt advice visit moneyadvicescotland.org.uk.
- Citizens Advice
For advice and information on debt and other topics, visit your local Citizens Advice or visit citizensadvice.org.uk.
- Advice NI
If you live in Northern Ireland, and are looking for debt advice visit adviceni.net or call 0800 915 4604.
- Citizens Advice Wales
If you live in Wales, and want to speak to someone about your debts then visit citizensadvice.org.uk/wales/debt-and-money/ or call 0300 330 1313.
- AdviceUK
Member centres offer debt advice including specialist advice for minority communities and people with disabilities. Visit adviceuk.org.uk or call 0300 777 0107.
- Christians Against Poverty (CAP)
For free debt advice in your home, check post code coverage on their website at capuk.org or call 0800 328 0006.
- National Debtline
If you live in England, Wales or Scotland and need debt advice and information visit nationaldebtline.org or call 0808 808 4000.
- StepChange Debt Charity
For debt advice throughout the UK visit stepchange.org or call 0800 138 1111.
- Ask Bill
For free advice on getting support for your priority bills and water and energy providers visit askbill.org.uk.
- Business Debtline
If you are self-employed or run a small business and looking for free and confidential debt advice visit businessdebtline.org or call 0800 197 6026.
Other useful organisations:
- Civil Legal Advice
You may get legal aid if your home is at risk. For more information visit gov.uk/civil-legal-advice or call 0845 345 4345.
- Samaritans
The Samaritans can’t offer debt advice, but they can provide free and confidential help and wellbeing support to those in distress 24 hours a day, 365 days a year. Visit samaritans.org or call 116 123.