Focus Insurance Services is committed to treating all customers fairly, including those who may be in vulnerable circumstances. This policy sets out our approach to identifying and supporting vulnerable customers in line with the FCA Consumer Duty.
A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm. Vulnerability can be temporary, sporadic, or permanent. It may arise from health conditions, life events (such as bereavement or job loss), low financial resilience, or low capability in managing financial products.
Our staff are trained to identify signs of vulnerability and to adapt our service accordingly. We can provide information in alternative formats, allow additional time for discussions, involve a trusted third party, and signpost to appropriate support services. We will never pressure a vulnerable customer into a decision.
Under the FCA Consumer Duty, we are required to deliver good outcomes for all customers, including those in vulnerable circumstances. We regularly review our products, services, and communications to ensure they are accessible, clear, and fair.
If you believe you or someone you are acting on behalf of may benefit from additional support, please tell us when you contact us. You can reach us by telephone on 01733 263311 or by email. We will do our best to accommodate your needs.
Focus Insurance Services is a trading name of Captios Limited, authorised and regulated by the Financial Conduct Authority (FCA Ref: 717691).