{"id":17079,"date":"2024-02-09T14:41:20","date_gmt":"2024-02-09T14:41:20","guid":{"rendered":"https:\/\/stg-evopublic-testupdates.kinsta.cloud\/public\/?page_id=17079"},"modified":"2026-05-07T09:13:54","modified_gmt":"2026-05-07T09:13:54","slug":"vulnerable-customers","status":"publish","type":"page","link":"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/vulnerable-customers\/","title":{"rendered":"3.5 Vulnerable Customers"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"17079\" class=\"elementor elementor-17079\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d9a0f71 e-flex e-con-boxed e-con e-parent\" data-id=\"d9a0f71\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-86969f9 e-con-full e-flex e-con e-child\" data-id=\"86969f9\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0826716 elementor-widget elementor-widget-heading\" data-id=\"0826716\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">3.5<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-93977bd elementor-widget elementor-widget-heading\" data-id=\"93977bd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Vulnerable Customers<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6751c23 e-con-full e-flex e-con e-child\" data-id=\"6751c23\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5d79a71 e-flex e-con-boxed e-con e-parent\" data-id=\"5d79a71\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-d8959c1 e-con-full e-flex e-con e-child\" data-id=\"d8959c1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9569c8a elementor-widget elementor-widget-text-editor\" data-id=\"9569c8a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tThe FCA defines a vulnerable consumer in its 2017\/18 Business Plan as:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c2c92d9 elementor-widget elementor-widget-text-editor\" data-id=\"c2c92d9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t&#8216;Someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care&#8217;.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d559685 elementor-hidden-phone e-con-full e-flex e-con e-child\" data-id=\"d559685\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6cdda4e elementor-widget elementor-widget-heading\" data-id=\"6cdda4e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Sales Procedure Guide<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-51f1bb8 elementor-widget elementor-widget-text-editor\" data-id=\"51f1bb8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<a href=\"#\">Home<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6b38bb2 elementor-widget elementor-widget-text-editor\" data-id=\"6b38bb2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/disclosures\/\">3.1 | Disclosures<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9048d7e elementor-widget elementor-widget-text-editor\" data-id=\"9048d7e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/financial-promotions\">3.2 | Financial Promotions<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4521a5c elementor-widget elementor-widget-text-editor\" data-id=\"4521a5c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/consumer-duty\/\">3.3 | Consumer Duty<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-88a79d6 elementor-widget elementor-widget-text-editor\" data-id=\"88a79d6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/affordability\/\">3.4 | Affordability<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1624805 elementor-widget elementor-widget-text-editor\" data-id=\"1624805\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/vulnerable-customers\/\">3.5 | Vulnerable Customers<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f10cdb2 elementor-widget elementor-widget-text-editor\" data-id=\"f10cdb2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/anti-money-laundering-and-fraud-prevention\/\">3.6 | Anti-Money Laundering<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0bbb566 elementor-widget elementor-widget-text-editor\" data-id=\"0bbb566\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/complaints\">3.7 | Complaints<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9bb466f elementor-widget elementor-widget-text-editor\" data-id=\"9bb466f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/data-protection\">3.8 | Data Protection<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-da64075 elementor-widget elementor-widget-text-editor\" data-id=\"da64075\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/training\/\">3.9 | Training<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-44b01df elementor-widget elementor-widget-text-editor\" data-id=\"44b01df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/smcr-framework\">3.10 | SMCR Framework<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fd3ac8b elementor-widget elementor-widget-text-editor\" data-id=\"fd3ac8b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/communication-with-the-regulator\/\">3.11 | Commiunication with the Regulator<\/a>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7598808 e-flex e-con-boxed e-con e-parent\" data-id=\"7598808\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-19b20da elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"19b20da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-route spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <circle cx=\"6\" cy=\"19\" r=\"3\"\/> <path d=\"M9 19h8.5a3.5 3.5 0 0 0 0-7h-11a3.5 3.5 0 0 1 0-7H15\"\/> <circle cx=\"18\" cy=\"5\" r=\"3\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e592ff8 elementor-widget elementor-widget-text-editor\" data-id=\"e592ff8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tEvolution&#8217;s Approach\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-97b6460 elementor-widget elementor-widget-text-editor\" data-id=\"97b6460\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tThere are seven key recommendations of the CONC sourcebook (CONC 2.10G) that stand out to us (under Principle 6) when dealing with all our customers:\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4bd2d4d e-con-full e-flex e-con e-child\" data-id=\"4bd2d4d\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-ee6ec2e e-con-full e-flex e-con e-child\" data-id=\"ee6ec2e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ce36a25 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"ce36a25\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-circle-check spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <circle cx=\"12\" cy=\"12\" r=\"10\"\/> <path d=\"m9 12 2 2 4-4\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-956ee1a elementor-widget elementor-widget-text-editor\" data-id=\"956ee1a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tWe presume that all customers have the mental capacity to make a decision about the loan unless anything indicates otherwise (CONC 2.10.4G).\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-11a23f7 e-con-full e-flex e-con e-child\" data-id=\"11a23f7\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e7154fa elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"e7154fa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-circle-check spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <circle cx=\"12\" cy=\"12\" r=\"10\"\/> <path d=\"m9 12 2 2 4-4\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c022ca0 elementor-widget elementor-widget-text-editor\" data-id=\"c022ca0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tWe will act on knowledge (past or present), observations, belief or suspicion that a customer has a limited mental capacity (CONC 2.10.125G, 2.10.5G, 2.10.8G).\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-095598a e-con-full e-flex e-con e-child\" data-id=\"095598a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d14d1f1 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"d14d1f1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-circle-check spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <circle cx=\"12\" cy=\"12\" r=\"10\"\/> <path d=\"m9 12 2 2 4-4\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9dc551d elementor-widget elementor-widget-text-editor\" data-id=\"9dc551d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tWe will provide support (where possible) to the customer to make a decision following identification (e.g. more time, more transparent information) (CONC 2.10.12G).\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f7fa522 e-con-full e-flex e-con e-child\" data-id=\"f7fa522\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-9b0cc60 e-con-full e-flex e-con e-child\" data-id=\"9b0cc60\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-60c42e9 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"60c42e9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-circle-check spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <circle cx=\"12\" cy=\"12\" r=\"10\"\/> <path d=\"m9 12 2 2 4-4\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aeae302 elementor-widget elementor-widget-text-editor\" data-id=\"aeae302\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tWe are aware that mental capacity and mental illness differ (CONC 2.10.6G).\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-efe682b e-con-full e-flex e-con e-child\" data-id=\"efe682b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3e8a21c elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"3e8a21c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-circle-check spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <circle cx=\"12\" cy=\"12\" r=\"10\"\/> <path d=\"m9 12 2 2 4-4\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8a8e147 elementor-widget elementor-widget-text-editor\" data-id=\"8a8e147\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tOur policies and procedures are in place to manage customers with capacity limitations (new and arrears customers) (CONC 2.10.10G).\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fc7466a e-con-full e-flex e-con e-child\" data-id=\"fc7466a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fd261ee elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"fd261ee\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-circle-check spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <circle cx=\"12\" cy=\"12\" r=\"10\"\/> <path d=\"m9 12 2 2 4-4\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ea95ee2 elementor-widget elementor-widget-text-editor\" data-id=\"ea95ee2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tWe accommodate all communication channels, including telephone, face-to-face, and online (CONC 2.10.14G).\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-580c35c e-con-full e-flex e-con e-child\" data-id=\"580c35c\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2406175 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"2406175\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-circle-check spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <circle cx=\"12\" cy=\"12\" r=\"10\"\/> <path d=\"m9 12 2 2 4-4\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7101d4c elementor-widget elementor-widget-text-editor\" data-id=\"7101d4c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tCustomers are allowed to make unwise decisions, but they have a right to be protected when they are unable to make these decisions, and we endeavour to help them with this (CONC 2.10.13G).\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b72cc56 e-flex e-con-boxed e-con e-parent\" data-id=\"b72cc56\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-37487fe e-con-full e-flex e-con e-child\" data-id=\"37487fe\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-aa68203 elementor-widget elementor-widget-text-editor\" data-id=\"aa68203\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tAt Evolution Funding, we make our staff aware that any customer can be vulnerable at any time for one or many reasons, be they financial reasons, coercion, lack of understanding, etc.\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-89dbb83 e-con-full e-flex e-con e-child\" data-id=\"89dbb83\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-c9c205d e-con-full e-flex e-con e-child\" data-id=\"c9c205d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5337cb9 elementor-widget elementor-widget-text-editor\" data-id=\"5337cb9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>This can include examples such as:<\/p><ul><li>Mental or physical infirmity.<\/li><li>Learning difficulties.<\/li><li>Illiteracy or if English is not their first language.<\/li><li>Recent change of circumstances, e.g. financial, bereavement, divorce.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0902413 elementor-widget elementor-widget-text-editor\" data-id=\"0902413\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Through day-to-day and formal training, we work with our staff to identify, support and protect potentially vulnerable customers. We also have a programme to monitor the way we handle those customers.<\/p><p>We will ensure access to all our products and services is equal to all persons whilst weighting responsibility towards ensuring that people who are considered vulnerable are appropriately supported and advised. Should this situation arise and it becomes evident that the information we provide to the customer is not being understood, we will ask the customer to request the involvement of a trusted friend or relative before proceeding.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0d5b8ca e-con-full e-flex e-con e-child\" data-id=\"0d5b8ca\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e1b9788 elementor-widget elementor-widget-text-editor\" data-id=\"e1b9788\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>A customer can be classed as vulnerable and susceptible to detriment at any point in the customer journey, including but not limited to the application process, sign-up, pre-qualification call, pay-out security call, complaints and collections. Your Account Manager is your point of contact for overseeing any remedial action required from identifying a vulnerable person that may involve your dealership.<\/p><p>We use recognised frameworks to train and assist our staff in identifying potentially vulnerable customers and helping them appropriately handle those customers.<\/p><p>We also complete security calls on a significant percentage of our customers, including those we identify may require enhanced due diligence due to their age, occupation, or level of borrowing.<\/p><p>Through these calls, we confirm details of the agreement with the customer and establish if they fully understand the loan, that it is affordable to them, and that they are happy to proceed.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7f8c570 e-con-full e-flex e-con e-child\" data-id=\"7f8c570\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ee5cd6a elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"ee5cd6a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-eye spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"M2.062 12.348a1 1 0 0 1 0-.696 10.75 10.75 0 0 1 19.876 0 1 1 0 0 1 0 .696 10.75 10.75 0 0 1-19.876 0\"\/> <circle cx=\"12\" cy=\"12\" r=\"3\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-57ef4fc elementor-widget elementor-widget-heading\" data-id=\"57ef4fc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Drivers of Vulnerability<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9dd79fb elementor-widget elementor-widget-text-editor\" data-id=\"9dd79fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tAll customers risk becoming vulnerable due to changes in circumstances or characteristics, which can lead to additional or different needs and may limit their ability or willingness to make decisions and choices or represent their interests.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2836550 elementor-widget elementor-widget-text-editor\" data-id=\"2836550\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tThe FCA, in their Finalised Guidance on the fair treatment of vulnerable customers, identifies four key drivers of vulnerability:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4cea987 elementor-widget elementor-widget-text-editor\" data-id=\"4cea987\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<div class=\"page\" title=\"Page 6\"><div class=\"section\"><div class=\"layoutArea\"><div class=\"column\"><ul><li>Health &#8211; conditions or illnesses affecting the ability to carry out daily tasks.<\/li><li>Life events &#8211; such as bereavement, job loss or relationship breakdown.<\/li><li>Resilience &#8211; low ability to withstand financial or emotional shocks.<\/li><li>Capability &#8211; low knowledge of financial matters or low confidence in managing money (financial capability). Low capability in other relevant areas, such as literacy or digital skills.<\/li><\/ul><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-53835e7 e-con-full e-flex e-con e-child\" data-id=\"53835e7\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-a8586a6 e-grid e-con-full elementor-hidden-mobile e-con e-child\" data-id=\"a8586a6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-93ef82d elementor-widget elementor-widget-heading\" data-id=\"93ef82d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Health<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-66e8059 elementor-widget elementor-widget-heading\" data-id=\"66e8059\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Life Events<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7436bc6 elementor-widget elementor-widget-heading\" data-id=\"7436bc6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Resilience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-60dcd3a elementor-widget elementor-widget-heading\" data-id=\"60dcd3a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Capability<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d306749 elementor-widget elementor-widget-text-editor\" data-id=\"d306749\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tPhysical disability\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0dc5efc elementor-widget elementor-widget-text-editor\" data-id=\"0dc5efc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tRetirement\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fe83ada elementor-widget elementor-widget-text-editor\" data-id=\"fe83ada\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tInadequate (outgoings exceed income) or erratic income\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fab892e elementor-widget elementor-widget-text-editor\" data-id=\"fab892e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tLow knowledge or confidence in managing finances\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-da37766 elementor-widget elementor-widget-text-editor\" data-id=\"da37766\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tSevere or long-term illness\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cf18333 elementor-widget elementor-widget-text-editor\" data-id=\"cf18333\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t\t\nBereavement\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e1dc4f8 elementor-widget elementor-widget-text-editor\" data-id=\"e1dc4f8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tOver-indebtedness\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1ec3b00 elementor-widget elementor-widget-text-editor\" data-id=\"1ec3b00\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t\t\nPoor literacy or numeracy skills\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-272020f elementor-widget elementor-widget-text-editor\" data-id=\"272020f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tHearing or visual impairment\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a2c321e elementor-widget elementor-widget-text-editor\" data-id=\"a2c321e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tIncome shock\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1ce3669 elementor-widget elementor-widget-text-editor\" data-id=\"1ce3669\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t\t\nLow savings\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a3b7b4 elementor-widget elementor-widget-text-editor\" data-id=\"1a3b7b4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tPoor English language skills\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-59419a7 elementor-widget elementor-widget-text-editor\" data-id=\"59419a7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tMental health condition or disability\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b14ce4b elementor-widget elementor-widget-text-editor\" data-id=\"b14ce4b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tRelationship breakdown\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a199dc3 elementor-widget elementor-widget-text-editor\" data-id=\"a199dc3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tLow emotional resilience\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b5ad4ca elementor-widget elementor-widget-text-editor\" data-id=\"b5ad4ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tPoor or non-existent digital skills\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-953e2fc elementor-widget elementor-widget-text-editor\" data-id=\"953e2fc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tAddiction\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2e3f995 elementor-widget elementor-widget-text-editor\" data-id=\"2e3f995\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t\t\nDomestic abuse (including economic control)\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f021283 elementor-widget elementor-widget-text-editor\" data-id=\"f021283\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>&#8212;<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-389efc5 elementor-widget elementor-widget-text-editor\" data-id=\"389efc5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t\t\nLearning difficulties\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d0b9abe elementor-widget elementor-widget-text-editor\" data-id=\"d0b9abe\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Low mental capability or cognitive disability<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e75c517 elementor-widget elementor-widget-text-editor\" data-id=\"e75c517\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tCaring responsibilities\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a995153 elementor-widget elementor-widget-text-editor\" data-id=\"a995153\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>&#8212;<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-20db371 elementor-widget elementor-widget-text-editor\" data-id=\"20db371\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>No or low access to help or support<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c278469 elementor-hidden-desktop elementor-hidden-tablet e-flex e-con-boxed e-con e-parent\" data-id=\"c278469\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-8c039ed e-grid e-con-full e-con e-child\" data-id=\"8c039ed\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f593db3 elementor-widget elementor-widget-heading\" data-id=\"f593db3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Health<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-73bbe87 elementor-widget elementor-widget-text-editor\" data-id=\"73bbe87\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tPhysical disability\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-752e38f elementor-widget elementor-widget-text-editor\" data-id=\"752e38f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tSevere or long-term illness\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c172db elementor-widget elementor-widget-text-editor\" data-id=\"9c172db\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tHearing or visual impairment\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b63c1b9 elementor-widget elementor-widget-text-editor\" data-id=\"b63c1b9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Mental health condition or disability<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-84b0f7f elementor-widget elementor-widget-text-editor\" data-id=\"84b0f7f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Addiction<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-11507d6 elementor-widget elementor-widget-text-editor\" data-id=\"11507d6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Low mental capability or cognitive disability<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b86922 elementor-widget elementor-widget-text-editor\" data-id=\"4b86922\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Physical disability<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-99c978c e-grid e-con-full e-con e-child\" data-id=\"99c978c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-70e9766 elementor-widget elementor-widget-heading\" data-id=\"70e9766\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Life Events<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-639be38 elementor-widget elementor-widget-text-editor\" data-id=\"639be38\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tRetirement\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-188af7a elementor-widget elementor-widget-text-editor\" data-id=\"188af7a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t\t\nBereavement\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b6b4ec7 elementor-widget elementor-widget-text-editor\" data-id=\"b6b4ec7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tIncome shock\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6e75877 elementor-widget elementor-widget-text-editor\" data-id=\"6e75877\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tRelationship breakdown\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7fa9ec2 elementor-widget elementor-widget-text-editor\" data-id=\"7fa9ec2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t\t\nDomestic abuse (including economic control)\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-51e9b68 elementor-widget elementor-widget-text-editor\" data-id=\"51e9b68\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tCaring responsibilities\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b7aa22b elementor-hidden-desktop elementor-hidden-tablet e-flex e-con-boxed e-con e-parent\" data-id=\"b7aa22b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-d43849b e-grid e-con-full e-con e-child\" data-id=\"d43849b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cc65b9c elementor-widget elementor-widget-heading\" data-id=\"cc65b9c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Resilience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a755c4f elementor-widget elementor-widget-text-editor\" data-id=\"a755c4f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tInadequate (outgoings exceed income) or erratic income\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e90aeec elementor-widget elementor-widget-text-editor\" data-id=\"e90aeec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tOver-indebtedness\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7542478 elementor-widget elementor-widget-text-editor\" data-id=\"7542478\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t\t\nLow savings\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3719f88 elementor-widget elementor-widget-text-editor\" data-id=\"3719f88\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tLow emotional resilience\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b7400de elementor-widget elementor-widget-text-editor\" data-id=\"b7400de\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t&#8212;\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a3d2221 elementor-widget elementor-widget-text-editor\" data-id=\"a3d2221\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t&#8212;\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8a18916 elementor-hidden-desktop elementor-hidden-tablet e-flex e-con-boxed e-con e-parent\" data-id=\"8a18916\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-31cd96b e-grid e-con-full e-con e-child\" data-id=\"31cd96b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1cdde32 elementor-widget elementor-widget-heading\" data-id=\"1cdde32\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Capability<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b00826c elementor-widget elementor-widget-text-editor\" data-id=\"b00826c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tLow knowledge or confidence in managing finances\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cb6499c elementor-widget elementor-widget-text-editor\" data-id=\"cb6499c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t\t\nPoor literacy or numeracy skills\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-197a8df elementor-widget elementor-widget-text-editor\" data-id=\"197a8df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tPoor English language skills\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b188475 elementor-widget elementor-widget-text-editor\" data-id=\"b188475\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tPoor or non-existent digital skills\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c2b5d7 elementor-widget elementor-widget-text-editor\" data-id=\"8c2b5d7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t\t\nLearning difficulties\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7307b8c elementor-widget elementor-widget-text-editor\" data-id=\"7307b8c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>No or low access to help or support<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4ddd592 e-flex e-con-boxed e-con e-parent\" data-id=\"4ddd592\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-a3ef5a4 e-con-full e-flex e-con e-child\" data-id=\"a3ef5a4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c167de3 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"c167de3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-eye spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <path d=\"M2.062 12.348a1 1 0 0 1 0-.696 10.75 10.75 0 0 1 19.876 0 1 1 0 0 1 0 .696 10.75 10.75 0 0 1-19.876 0\"\/> <circle cx=\"12\" cy=\"12\" r=\"3\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2a99ffc elementor-widget elementor-widget-heading\" data-id=\"2a99ffc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Vulnerability<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ce7f954 elementor-widget elementor-widget-text-editor\" data-id=\"ce7f954\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tAs an approved dealer, you should be able to demonstrate to us, if required, that you take steps to identify potentially vulnerable consumers and that you will work with us to ensure you do not inappropriately sell finance to them.\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-53a754e e-con-full e-flex e-con e-child\" data-id=\"53a754e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-6208c2b e-con-full e-flex e-con e-child\" data-id=\"6208c2b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d5813d6 elementor-widget elementor-widget-text-editor\" data-id=\"d5813d6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Where lenders do not identify vulnerability, this can lead to customer detriment, including borrowing and lending that results in \u2018later downstream\u2019 financial difficulty and problem debt.<\/p><p>You should be aware that some consumers may not ask questions about the finance they are offered because they lack confidence or fear embarrassment. You have a responsibility to ensure consumers fully possess all the facts.<\/p><p>This not only benefits consumers, but it could potentially reduce the number of cancelled finance agreements.<\/p><p>Evolution Funding uses a protocol called BRUCE to assist our staff in spotting indicators of potential vulnerability.<\/p><p>If you ever have any concerns about a customer or potential customer at any point, please get in touch with your Account Manager.<\/p><p>For further reading, we recommend the following papers on consumer vulnerability:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1d18f21 elementor-widget elementor-widget-text-editor\" data-id=\"1d18f21\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li><a href=\"https:\/\/www.bristol.ac.uk\/media-library\/sites\/geography\/pfrc\/pfrc1703-vulnerability-guide-for-lending-%28web%29.pdf\" target=\"_blank\" rel=\"noopener\">Vulnerability: a guide for lending<\/a>\u00a0(June 2017) by the FLA and The UK Cards Association<\/li><li><a href=\"https:\/\/www.fca.org.uk\/publications\/occasional-papers\/occasional-paper-no-8-consumer-vulnerability\" target=\"_blank\" rel=\"noopener\">Consumer Vulnerability<\/a>\u00a0(February 2015) by the FCA.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d9b41d1 elementor-widget elementor-widget-text-editor\" data-id=\"d9b41d1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\tThe FCA has recently published their final guidance to help firms in the fair treatment of vulnerable customers.\n\nDetails of the guidance can be found through the link below:\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28ca39f elementor-align-center elementor-widget elementor-widget-button\" data-id=\"28ca39f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/www.fca.org.uk\/publications\/guidance-consultations\/gc20-3-guidance-firms-fair-treatment-vulnerable-customers\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">View FG21\/1<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e996053 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"e996053\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<i class=\"spectre-lucide-clipboard-list spectre-icon--style-outline\" aria-hidden=\"true\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"> <rect width=\"8\" height=\"4\" x=\"8\" y=\"2\" rx=\"1\" ry=\"1\"\/> <path d=\"M16 4h2a2 2 0 0 1 2 2v14a2 2 0 0 1-2 2H6a2 2 0 0 1-2-2V6a2 2 0 0 1 2-2h2\"\/> <path d=\"M12 11h4\"\/> <path d=\"M12 16h4\"\/> <path d=\"M8 11h.01\"\/> <path d=\"M8 16h.01\"\/> <\/svg><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b49c95c elementor-widget elementor-widget-heading\" data-id=\"b49c95c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The TEXAS Protocol<\/h2>\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-dfb3fe2 e-con-full e-flex e-con e-child\" data-id=\"dfb3fe2\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-3f5c56a e-con-full e-flex e-con e-child\" data-id=\"3f5c56a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3bd049c elementor-widget elementor-widget-heading\" data-id=\"3bd049c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">T<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3363da1 elementor-widget elementor-widget-text-editor\" data-id=\"3363da1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Thank the customer (what they have told you could be helpful for everyone involved):<\/p><p>&#8220;Thanks for telling me about your situation, as it will help us take this into account&#8221;.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-22fcded e-con-full e-flex e-con e-child\" data-id=\"22fcded\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0958211 elementor-widget elementor-widget-heading\" data-id=\"0958211\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">E<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e27cf18 elementor-widget elementor-widget-text-editor\" data-id=\"e27cf18\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Explain how the information will be used (it is a legal requirement):<br \/><br \/>&#8220;Let me explain how we&#8217;d like to use that information so you know&#8221;.<br \/><br \/>This explanation should include why the information is being collected, how it will help decision-making, and to whom the data will be shared\/disclosed.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-97a5882 e-con-full e-flex e-con e-child\" data-id=\"97a5882\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fcd1096 elementor-widget elementor-widget-heading\" data-id=\"fcd1096\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">X<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f87088a elementor-widget elementor-widget-text-editor\" data-id=\"f87088a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Explicit consent should be obtained (it is a legal requirement)::<br \/><br \/>&#8220;I just need to get permission to&#8230;&#8221;<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0b8bec3 e-con-full e-flex e-con e-child\" data-id=\"0b8bec3\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-98ed9a1 e-con-full e-flex e-con e-child\" data-id=\"98ed9a1\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-38c284c elementor-widget elementor-widget-heading\" data-id=\"38c284c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">A<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2db70b2 elementor-widget elementor-widget-text-editor\" data-id=\"2db70b2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Ask the customer questions to get essential information (these will help you understand the situation better):<br \/><br \/>&#8220;How does your situation make it difficult to manage your finances?&#8221;<br \/><br \/>&#8220;How does your situation affect your ability to communicate with us?&#8221;<br \/><br \/>&#8220;Does anyone help you manage your finances, such as a carer, relative or third party?&#8221;<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0ac62e4 e-con-full e-flex e-con e-child\" data-id=\"0ac62e4\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3f328b5 elementor-widget elementor-widget-heading\" data-id=\"3f328b5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">S<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ed5982e elementor-widget elementor-widget-text-editor\" data-id=\"ed5982e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Sign-post or refer to internal and external help (where this is appropriate):<\/p><p>At this point, staff and organisations might:<\/p><p>Need to internally refer the individual to a specialist team\/staff member in their organisation<\/p><p>Want to consider external sign-posting to an organisation such as:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-943857b elementor-widget elementor-widget-text-editor\" data-id=\"943857b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul><li>A free debt advice agency<\/li><li>NHS 111 (dial 111) for more help with a health problem<\/li><li>The Samaritans (116 123) for suicidal or despairing people.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-a46698b e-flex e-con-boxed e-con e-parent\" data-id=\"a46698b\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-35eb3b6 e-con-full e-flex e-con e-child\" data-id=\"35eb3b6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-59a9335 e-con-full e-flex e-con e-child\" data-id=\"59a9335\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b6f9bf2 elementor-widget elementor-widget-heading\" data-id=\"b6f9bf2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Next \/\/ Anti Money-Laundering and Fraud Prevention<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4e2df01 e-con-full e-flex e-con e-child\" data-id=\"4e2df01\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fc30695 elementor-align-right elementor-widget elementor-widget-button\" data-id=\"fc30695\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/anti-money-laundering-and-fraud-prevention\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Continue<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>3.5 Vulnerable Customers The FCA defines a vulnerable consumer in its 2017\/18 Business Plan as:&#8217;Someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care&#8217;. Sales Procedure Guide Home3.1 | Disclosures3.2 | Financial Promotions3.3 | Consumer Duty3.4 | Affordability3.5 | Vulnerable Customers3.6 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":9475,"parent":25058,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-17079","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>3.5 Vulnerable Customers - Evolution Funding<\/title>\n<meta name=\"robots\" content=\"noindex, nofollow\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"3.5 Vulnerable Customers - Evolution Funding\" \/>\n<meta property=\"og:description\" content=\"3.5 Vulnerable Customers The FCA defines a vulnerable consumer in its 2017\/18 Business Plan as:&#8217;Someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care&#8217;. 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