{"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":"2026-02-20T13:26:13","modified_gmt":"2026-02-20T13:26:13","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\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-406750d elementor-section-height-min-height elementor-section-content-middle elementor-section-stretched elementor-hidden-tablet elementor-hidden-mobile elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"406750d\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;49a2fd5&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}],&quot;background_background&quot;:&quot;gradient&quot;,&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5a5c287\" data-id=\"5a5c287\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-0ff4982 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0ff4982\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;be27c89&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-750c844\" data-id=\"750c844\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6cd5c02 elementor-widget elementor-widget-heading\" data-id=\"6cd5c02\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\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>\n\t\t\t\t<div class=\"elementor-element elementor-element-f750e9d elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"f750e9d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fd7fa9f elementor-widget elementor-widget-text-editor\" data-id=\"fd7fa9f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<span style=\"color: #ffffff;\">3.5<\/span><span style=\"color: #54b8b1;\">\u00a0\/\/<\/span><span style=\"color: #ffffff;\">\u00a0Vulnerable Customers<\/span>\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<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-da54f9a\" data-id=\"da54f9a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5eeafed elementor-section-content-middle elementor-section-stretched elementor-hidden-desktop elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5eeafed\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;49a2fd5&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}],&quot;background_background&quot;:&quot;gradient&quot;,&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c2c3eb6\" data-id=\"c2c3eb6\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-8aecac2 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8aecac2\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;be27c89&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-bcbaebe\" data-id=\"bcbaebe\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6ea88eb elementor-widget elementor-widget-heading\" data-id=\"6ea88eb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\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>\n\t\t\t\t<div class=\"elementor-element elementor-element-209e95e elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"209e95e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-273434d elementor-widget elementor-widget-spacer\" data-id=\"273434d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d23c4fa elementor-widget elementor-widget-heading\" data-id=\"d23c4fa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">3.5 \/\/ Vulnerable Customers<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8c55a1c elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8c55a1c\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;57096b4&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wide\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-cbd0eed\" data-id=\"cbd0eed\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4d51881 elementor-mobile-align-flex-start elementor-align-left elementor-widget elementor-widget-raven-breadcrumbs\" data-id=\"4d51881\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"raven-breadcrumbs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"raven-breadcrumbs raven-breadcrumbs-default\"><div class=\"breadcrumb\">\t\t\t\t<div class=\"breadcrumb-item active\" aria-current=\"page\"><span>Home<\/span><\/div>\n\n\t\t\t\t<\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f145fae elementor-widget elementor-widget-heading\" data-id=\"f145fae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Vulnerable Customers<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0f51308 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"0f51308\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-936fd3b elementor-widget elementor-widget-text-editor\" data-id=\"936fd3b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The FCA defines a vulnerable consumer in its 2017\/18 Business Plan as:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8da4467 elementor-widget elementor-widget-heading\" data-id=\"8da4467\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><i>'Someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care'.<\/i><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-842deb3\" data-id=\"842deb3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-2f22b0c elementor-hidden-phone\" data-id=\"2f22b0c\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3b20b2d elementor-widget elementor-widget-sidebar\" data-id=\"3b20b2d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"sidebar.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div id=\"block-4\" class=\"jupiterx-widget widget_block block-4 widget_block\"><div class=\"jupiterx-widget-content\"><span style=\"font-size: 24px; font-weight:300;margin-bottom:20px;\">Sales Procedure Guide<\/span>\n\n<hr \/><\/div><\/div><div id=\"nav_menu-8\" class=\"jupiterx-widget widget_nav_menu nav_menu-8 widget_nav_menu\"><div class=\"jupiterx-widget-content\"><style >.jupiterx-widget-nav-menu-vertical > .menu-item{margin-bottom:0px}<\/style><div class=\"menu-sales-procedure-guide-part-two-container\"><ul id=\"menu-sales-procedure-guide-part-two\" class=\"jupiterx-widget-nav-menu-vertical\"><li id=\"menu-item-17199\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-17199\"><a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/\">Home<\/a><\/li>\n<li id=\"menu-item-17202\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-17202\"><a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/dealer-sales-procedures\/\">3.0 Dealer Sales Procedures<\/a><\/li>\n<li id=\"menu-item-17201\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-17201\"><a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/disclosures\/\">3.1 Disclosures<\/a><\/li>\n<li id=\"menu-item-17210\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-17210\"><a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/financial-promotions\/\">3.2 Financial Promotions<\/a><\/li>\n<li id=\"menu-item-17211\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-17211\"><a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/consumer-duty\/\">3.3 Consumer Duty<\/a><\/li>\n<li id=\"menu-item-17208\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-17208\"><a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/affordability\/\">3.4 Affordability<\/a><\/li>\n<li id=\"menu-item-17207\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-17207\"><a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/vulnerable-customers\/\">3.5 Vulnerable Customers<\/a><\/li>\n<li id=\"menu-item-17206\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-17206\"><a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/anti-money-laundering-and-fraud-prevention\/\">3.6 Anti-Money Laundering and Fraud Prevention<\/a><\/li>\n<li id=\"menu-item-17205\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-17205\"><a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/complaints\/\">3.7 Complaints<\/a><\/li>\n<li id=\"menu-item-17204\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-17204\"><a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/data-protection\/\">3.8 Data Protection<\/a><\/li>\n<li id=\"menu-item-17203\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-17203\"><a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/training\/\">3.9 Training<\/a><\/li>\n<li id=\"menu-item-17200\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-17200\"><a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/smcr-framework\/\">3.10 SMCR Framework<\/a><\/li>\n<li id=\"menu-item-17209\" class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-17209\"><a href=\"https:\/\/www.evolutionfunding.com\/public\/sales-procedure-guide\/communication-with-the-regulator\/\">3.11 Communication with the Regulator<\/a><\/li>\n<\/ul><\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5613f38 elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"5613f38\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;ffc915a&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}],&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-8ecc6e8\" data-id=\"8ecc6e8\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-236e79d elementor-widget elementor-widget-heading\" data-id=\"236e79d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Evolution's Approach<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ba7c720 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"ba7c720\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-eed0cfb elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"eed0cfb\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-a56f2df\" data-id=\"a56f2df\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-749226e elementor-widget elementor-widget-text-editor\" data-id=\"749226e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>There 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:<\/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<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-cddd9bb elementor-section-content-top elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"cddd9bb\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;720295d&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-d6fd811 elementor-invisible\" data-id=\"d6fd811\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeInUp&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ec14f9e elementor-widget elementor-widget-image\" data-id=\"ec14f9e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"374\" height=\"374\" src=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/1.png\" class=\"attachment-large size-large wp-image-15821\" alt=\"\" srcset=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/1.png 374w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/1-300x300.png 300w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/1-150x150.png 150w\" sizes=\"(max-width: 374px) 100vw, 374px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f856bb8 elementor-widget elementor-widget-spacer\" data-id=\"f856bb8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7f2332d elementor-widget elementor-widget-text-editor\" data-id=\"7f2332d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We presume that all customers have the mental capacity to make a decision about the loan unless anything indicates otherwise (CONC 2.10.4G).<\/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<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-4fc2759 elementor-invisible\" data-id=\"4fc2759\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeInUp&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-87531d6 elementor-widget elementor-widget-image\" data-id=\"87531d6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"374\" height=\"374\" src=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/2.png\" class=\"attachment-large size-large wp-image-15822\" alt=\"\" srcset=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/2.png 374w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/2-300x300.png 300w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/2-150x150.png 150w\" sizes=\"(max-width: 374px) 100vw, 374px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28d1f7c elementor-widget elementor-widget-spacer\" data-id=\"28d1f7c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7e1da3a elementor-widget elementor-widget-text-editor\" data-id=\"7e1da3a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We 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).<\/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<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-692d687 elementor-invisible\" data-id=\"692d687\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeInUp&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b471f34 elementor-widget elementor-widget-image\" data-id=\"b471f34\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"374\" height=\"374\" src=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/3.png\" class=\"attachment-large size-large wp-image-15823\" alt=\"\" srcset=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/3.png 374w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/3-300x300.png 300w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/3-150x150.png 150w\" sizes=\"(max-width: 374px) 100vw, 374px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e32812 elementor-widget elementor-widget-spacer\" data-id=\"4e32812\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c9e34c6 elementor-widget elementor-widget-text-editor\" data-id=\"c9e34c6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We 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).<\/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<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-0d11b09 elementor-section-content-top elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0d11b09\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;720295d&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-7832438 elementor-invisible\" data-id=\"7832438\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeInUp&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-85473de elementor-widget elementor-widget-image\" data-id=\"85473de\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"374\" height=\"374\" src=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/4.png\" class=\"attachment-large size-large wp-image-15824\" alt=\"\" srcset=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/4.png 374w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/4-300x300.png 300w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/4-150x150.png 150w\" sizes=\"(max-width: 374px) 100vw, 374px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cff4ba6 elementor-widget elementor-widget-spacer\" data-id=\"cff4ba6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-136b80b elementor-widget elementor-widget-text-editor\" data-id=\"136b80b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We are aware that mental capacity and mental illness differ (CONC 2.10.6G).<\/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<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-4771db3 elementor-invisible\" data-id=\"4771db3\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeInUp&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c13b412 elementor-widget elementor-widget-image\" data-id=\"c13b412\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"374\" height=\"374\" src=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/5.png\" class=\"attachment-large size-large wp-image-15825\" alt=\"\" srcset=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/5.png 374w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/5-300x300.png 300w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/5-150x150.png 150w\" sizes=\"(max-width: 374px) 100vw, 374px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8b7f8c1 elementor-widget elementor-widget-spacer\" data-id=\"8b7f8c1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-53cbf03 elementor-widget elementor-widget-text-editor\" data-id=\"53cbf03\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Our policies and procedures are in place to manage customers with capacity limitations (new and arrears customers) (CONC 2.10.10G).<\/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<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-912d3a9 elementor-invisible\" data-id=\"912d3a9\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeInUp&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0d86439 elementor-widget elementor-widget-image\" data-id=\"0d86439\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"374\" height=\"374\" src=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/6.png\" class=\"attachment-large size-large wp-image-15826\" alt=\"\" srcset=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/6.png 374w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/6-300x300.png 300w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/6-150x150.png 150w\" sizes=\"(max-width: 374px) 100vw, 374px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27536b7 elementor-widget elementor-widget-spacer\" data-id=\"27536b7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-357c463 elementor-widget elementor-widget-text-editor\" data-id=\"357c463\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We accommodate all communication channels, including telephone, face-to-face, and online (CONC 2.10.14G).<\/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<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-003e1f1 elementor-section-content-top elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"003e1f1\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;720295d&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-3ba3fa7 elementor-hidden-mobile\" data-id=\"3ba3fa7\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-bc48a54 elementor-invisible\" data-id=\"bc48a54\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeInUp&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6078cb1 elementor-widget elementor-widget-image\" data-id=\"6078cb1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"374\" height=\"374\" src=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/7.png\" class=\"attachment-large size-large wp-image-15827\" alt=\"\" srcset=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/7.png 374w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/7-300x300.png 300w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/10\/7-150x150.png 150w\" sizes=\"(max-width: 374px) 100vw, 374px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c5af7a3 elementor-widget elementor-widget-spacer\" data-id=\"c5af7a3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-abdef41 elementor-widget elementor-widget-text-editor\" data-id=\"abdef41\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Customers 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).<\/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<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-d20ac57 elementor-hidden-mobile\" data-id=\"d20ac57\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-57878c9 elementor-widget elementor-widget-spacer\" data-id=\"57878c9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-42ea6a8 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"42ea6a8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/www.handbook.fca.org.uk\/handbook\/CONC\/2\/10.html\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-right\"><\/i>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">View CONC 2.10<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\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<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6babfeb elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6babfeb\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-67c23c7\" data-id=\"67c23c7\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f30327f elementor-widget elementor-widget-spacer\" data-id=\"f30327f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c4b4f83 elementor-widget elementor-widget-text-editor\" data-id=\"c4b4f83\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>At 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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-1a2cc84 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1a2cc84\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-8970ecc\" data-id=\"8970ecc\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bd711fb elementor-widget elementor-widget-text-editor\" data-id=\"bd711fb\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>This can include examples such as:<\/p><ul><li>Mental or physical infirmity.\u00a0<\/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><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\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-a55fc91\" data-id=\"a55fc91\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ff132e1 elementor-widget elementor-widget-text-editor\" data-id=\"ff132e1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\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. 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\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0496088 elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"0496088\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;ffc915a&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}],&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ae973ba\" data-id=\"ae973ba\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ff0680a elementor-widget elementor-widget-heading\" data-id=\"ff0680a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\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>\n\t\t\t\t<div class=\"elementor-element elementor-element-5080694 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"5080694\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-e19197f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e19197f\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-bc3cea1\" data-id=\"bc3cea1\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-077544b elementor-widget elementor-widget-text-editor\" data-id=\"077544b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>All 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.<\/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<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-f703c29 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f703c29\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-a4ad6aa\" data-id=\"a4ad6aa\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7fb43a5 elementor-widget elementor-widget-text-editor\" data-id=\"7fb43a5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"page\" title=\"Page 6\">\n<div class=\"section\">\n<div class=\"layoutArea\">\n<div class=\"column\">\n<p>The FCA, in their Finalised Guidance on the fair treatment of vulnerable customers, identifies four key drivers of vulnerability:<\/p>\n<ul>\n<li>Health &#8211; conditions or illnesses affecting the ability to carry out daily tasks.<\/li>\n<li>Life events &#8211; such as bereavement, job loss or relationship breakdown.<\/li>\n<li>Resilience &#8211; low ability to withstand financial or emotional shocks.<\/li>\n<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>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1b760d8 elementor-widget elementor-widget-spacer\" data-id=\"1b760d8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-4f22f59 elementor-widget elementor-widget-heading\" data-id=\"4f22f59\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Characteristics associated with the four drivers of vulnerability<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-db98b21 elementor-widget elementor-widget-jet-table\" data-id=\"db98b21\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"jet-table.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-jet-table jet-elements\">\n\t\t<div class=\"jet-table-wrapper jet-table-responsive-mobile\">\n\t\t\t<table class=\"jet-table jet-table--fa5-compat\">\n\t\t\t\t<thead class=\"jet-table__head\"><tr class=\"jet-table__head-row\"><th class=\"jet-table__cell elementor-repeater-item-235bb59 jet-table__head-cell\" scope=\"col\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Health<\/div><\/div><\/div><\/th><th class=\"jet-table__cell elementor-repeater-item-94ba2a4 jet-table__head-cell\" scope=\"col\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Life events<\/div><\/div><\/div><\/th><th class=\"jet-table__cell elementor-repeater-item-57150be jet-table__head-cell\" scope=\"col\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Resilience<\/div><\/div><\/div><\/th><th class=\"jet-table__cell elementor-repeater-item-4679d90 jet-table__head-cell\" scope=\"col\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Capability<\/div><\/div><\/div><\/th><\/tr><\/thead>\n\t\t\t\t\t\t\t\t<tbody class=\"jet-table__body\"><td class=\"jet-table__cell elementor-repeater-item-7b3dcaa jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Physical disability<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-fef9c39 jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Retirement<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-e93b16d jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Inadequate (outgoings exceed income) or erratic income<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-cd622ad jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Low knowledge or confidence in managing finances<\/div><\/div><\/div><\/td><tr class=\"jet-table__body-row elementor-repeater-item-896124f\"><td class=\"jet-table__cell elementor-repeater-item-5655b7e jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Severe or long-term illness<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-bdc608f jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Bereavement<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-33c5261 jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Over-indebtedness<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-02eda84 jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Poor literacy or numeracy skills<\/div><\/div><\/div><\/td><\/tr><tr class=\"jet-table__body-row elementor-repeater-item-97b9b79\"><td class=\"jet-table__cell elementor-repeater-item-b65f86c jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Hearing or visual impairment<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-f897f56 jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Income shock<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-d0f5f3b jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Low savings<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-7f48f15 jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Poor English language skills<\/div><\/div><\/div><\/td><\/tr><tr class=\"jet-table__body-row elementor-repeater-item-f0fb2a7\"><td class=\"jet-table__cell elementor-repeater-item-598b09a jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Mental health condition or disability<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-a5471d1 jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Relationship breakdown<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-8589c4e jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Low emotional resilience<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-954203c jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Poor or non-existent digital skills<\/div><\/div><\/div><\/td><\/tr><tr class=\"jet-table__body-row elementor-repeater-item-cc1f765\"><td class=\"jet-table__cell elementor-repeater-item-bc32a53 jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Addiction<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-c2e5f78 jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Domestic abuse (including economic control)<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-61ccead jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-176f64e jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Learning difficulties<\/div><\/div><\/div><\/td><\/tr><tr class=\"jet-table__body-row elementor-repeater-item-00f6877\"><td class=\"jet-table__cell elementor-repeater-item-35bed6c jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Low mental capability or cognitive disability<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-23440ec jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Caring responsibilities<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-198e133 jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-8cca6d7 jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">No or low access to help or support<\/div><\/div><\/div><\/td><\/tr><tr class=\"jet-table__body-row elementor-repeater-item-2f5ab65\"><td class=\"jet-table__cell elementor-repeater-item-33fe5ea jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-3069065 jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><div class=\"jet-table__cell-text\">Other circumstances that affect people&#8217;s experience of financial services e.g. leaving care, migration or seeking asylum, human trafficking or modern slavery, convictions<\/div><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-9c31773 jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><\/div><\/div><\/td><td class=\"jet-table__cell elementor-repeater-item-ad46dc0 jet-table__body-cell\"><div class=\"jet-table__cell-inner\"><div class=\"jet-table__cell-content\"><\/div><\/div><\/td><\/tr><\/tbody>\n\t\t\t<\/table>\n\t\t<\/div>\n\n\t\t<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-677b8be elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle\" data-id=\"677b8be\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[{&quot;jet_parallax_layout_image&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;_id&quot;:&quot;ffc915a&quot;,&quot;jet_parallax_layout_image_tablet&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_image_mobile&quot;:{&quot;url&quot;:&quot;&quot;,&quot;id&quot;:&quot;&quot;,&quot;size&quot;:&quot;&quot;},&quot;jet_parallax_layout_speed&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:50,&quot;sizes&quot;:[]},&quot;jet_parallax_layout_type&quot;:&quot;scroll&quot;,&quot;jet_parallax_layout_direction&quot;:&quot;1&quot;,&quot;jet_parallax_layout_fx_direction&quot;:null,&quot;jet_parallax_layout_z_index&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x&quot;:50,&quot;jet_parallax_layout_bg_x_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_x_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y&quot;:50,&quot;jet_parallax_layout_bg_y_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_y_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size&quot;:&quot;auto&quot;,&quot;jet_parallax_layout_bg_size_tablet&quot;:&quot;&quot;,&quot;jet_parallax_layout_bg_size_mobile&quot;:&quot;&quot;,&quot;jet_parallax_layout_animation_prop&quot;:&quot;transform&quot;,&quot;jet_parallax_layout_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;]}],&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-817f2ee\" data-id=\"817f2ee\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fb35423 elementor-widget elementor-widget-heading\" data-id=\"fb35423\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\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>\n\t\t\t\t<div class=\"elementor-element elementor-element-9dd58fc elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"9dd58fc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-8ddfedd elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8ddfedd\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-8d44953\" data-id=\"8d44953\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6b3966d elementor-widget elementor-widget-text-editor\" data-id=\"6b3966d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>As 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.<\/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<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-61dd53e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"61dd53e\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-25fd3a3\" data-id=\"25fd3a3\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5fa91e3 elementor-widget elementor-widget-text-editor\" data-id=\"5fa91e3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\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><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><p>The FCA has recently published their final guidance to help firms in the fair treatment of vulnerable customers.<\/p><p>Details of the guidance can be found through the link below:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f0ee41a elementor-widget elementor-widget-spacer\" data-id=\"f0ee41a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0217b0d elementor-align-left elementor-widget elementor-widget-button\" data-id=\"0217b0d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\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\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-right\"><\/i>\t\t\t<\/span>\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<\/div>\n\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<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-1667b0d elementor-hidden-mobile\" data-id=\"1667b0d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d5bfc55 elementor-widget elementor-widget-image\" data-id=\"d5bfc55\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"702\" height=\"1024\" src=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/12\/BRUCE-702x1024.png\" class=\"attachment-large size-large wp-image-16595\" alt=\"\" srcset=\"https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/12\/BRUCE-702x1024.png 702w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/12\/BRUCE-206x300.png 206w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/12\/BRUCE-768x1120.png 768w, https:\/\/www.evolutionfunding.com\/public\/wp-content\/uploads\/2023\/12\/BRUCE.png 1000w\" sizes=\"(max-width: 702px) 100vw, 702px\" \/>\t\t\t\t\t\t\t\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<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-3cdd663 elementor-widget elementor-widget-heading\" data-id=\"3cdd663\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The TEXAS Protocol <br><i>(scroll sideways)<\/i><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a73c452 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"a73c452\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d0eee39 elementor-widget elementor-widget-jet-horizontal-timeline\" data-id=\"d0eee39\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;columns&quot;:3,&quot;columns_tablet&quot;:2,&quot;columns_mobile&quot;:1}\" data-widget_type=\"jet-horizontal-timeline.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-jet-horizontal-timeline jet-elements\">\n<div class=\"jet-hor-timeline jet-hor-timeline--layout-bottom jet-hor-timeline--align-left jet-hor-timeline--scroll-bar\">\n\t<div class=\"jet-hor-timeline-inner\">\n\t\t<div class=\"jet-hor-timeline-track\">\n\t\t\t<div class=\"jet-hor-timeline-list jet-hor-timeline-list--top\">\n<div class=\"jet-hor-timeline-item elementor-repeater-item-b1216c1 is-active\" data-item-id=\"b1216c1\">\n\t\t\t\t<\/div>\n\n<div class=\"jet-hor-timeline-item elementor-repeater-item-93b4f5e\" data-item-id=\"93b4f5e\">\n\t\t\t\t<\/div>\n\n<div class=\"jet-hor-timeline-item elementor-repeater-item-974e036\" data-item-id=\"974e036\">\n\t\t\t\t<\/div>\n\n<div class=\"jet-hor-timeline-item elementor-repeater-item-0c8cc01\" data-item-id=\"0c8cc01\">\n\t\t\t\t<\/div>\n\n<div class=\"jet-hor-timeline-item elementor-repeater-item-b31b511\" data-item-id=\"b31b511\">\n\t\t\t\t<\/div>\n<\/div>\t\t\t<div class=\"jet-hor-timeline-list jet-hor-timeline-list--middle\">\n\t<div class=\"jet-hor-timeline__line\"><\/div>\n\n<div class=\"jet-hor-timeline-item elementor-repeater-item-b1216c1 is-active\" data-item-id=\"b1216c1\">\n\t<div class=\"jet-hor-timeline-item__point\"><div class=\"jet-hor-timeline-item__point-content\"><span class=\"jet-elements-icon\"><i aria-hidden=\"true\" class=\"far fa-check-circle\"><\/i><\/span><\/div><\/div><\/div>\n\n<div class=\"jet-hor-timeline-item elementor-repeater-item-93b4f5e\" data-item-id=\"93b4f5e\">\n\t<div class=\"jet-hor-timeline-item__point\"><div class=\"jet-hor-timeline-item__point-content\"><span class=\"jet-elements-icon\"><i aria-hidden=\"true\" class=\"far fa-check-circle\"><\/i><\/span><\/div><\/div><\/div>\n\n<div class=\"jet-hor-timeline-item elementor-repeater-item-974e036\" data-item-id=\"974e036\">\n\t<div class=\"jet-hor-timeline-item__point\"><div class=\"jet-hor-timeline-item__point-content\"><span class=\"jet-elements-icon\"><i aria-hidden=\"true\" class=\"far fa-check-circle\"><\/i><\/span><\/div><\/div><\/div>\n\n<div class=\"jet-hor-timeline-item elementor-repeater-item-0c8cc01\" data-item-id=\"0c8cc01\">\n\t<div class=\"jet-hor-timeline-item__point\"><div class=\"jet-hor-timeline-item__point-content\"><span class=\"jet-elements-icon\"><i aria-hidden=\"true\" class=\"far fa-check-circle\"><\/i><\/span><\/div><\/div><\/div>\n\n<div class=\"jet-hor-timeline-item elementor-repeater-item-b31b511\" data-item-id=\"b31b511\">\n\t<div class=\"jet-hor-timeline-item__point\"><div class=\"jet-hor-timeline-item__point-content\"><span class=\"jet-elements-icon\"><i aria-hidden=\"true\" class=\"far fa-check-circle\"><\/i><\/span><\/div><\/div><\/div>\n<\/div>\t\t\t<div class=\"jet-hor-timeline-list jet-hor-timeline-list--bottom\">\n<div class=\"jet-hor-timeline-item elementor-repeater-item-b1216c1 is-active\" data-item-id=\"b1216c1\">\n\t\t\t\n<div class=\"jet-hor-timeline-item__card\">\n\t<div class=\"jet-hor-timeline-item__card-inner\">\n\t\t<h5 class=\"jet-hor-timeline-item__card-title\">T<\/h5><div class=\"jet-hor-timeline-item__card-desc\">Thank the customer (what they have told you could be helpful for everyone involved):<br><br>\"Thanks for telling me about your situation, as it will help us take this into account\".<\/div>\t<\/div>\n\t\t\t<div class=\"jet-hor-timeline-item__card-arrow\"><\/div>\n\t<\/div>\n\t<\/div>\n\n<div class=\"jet-hor-timeline-item elementor-repeater-item-93b4f5e\" data-item-id=\"93b4f5e\">\n\t\t\t\n<div class=\"jet-hor-timeline-item__card\">\n\t<div class=\"jet-hor-timeline-item__card-inner\">\n\t\t<h5 class=\"jet-hor-timeline-item__card-title\">E<\/h5><div class=\"jet-hor-timeline-item__card-desc\">Explain how the information will be used (it is a legal requirement):<br><br>\n\"Let me explain how we'd like to use that information so you know\". \n<br><br>\nThis explanation should include why the information is being collected, how it will help decision-making, and to whom the data will be shared\/disclosed.<\/div>\t<\/div>\n\t\t\t<div class=\"jet-hor-timeline-item__card-arrow\"><\/div>\n\t<\/div>\n\t<\/div>\n\n<div class=\"jet-hor-timeline-item elementor-repeater-item-974e036\" data-item-id=\"974e036\">\n\t\t\t\n<div class=\"jet-hor-timeline-item__card\">\n\t<div class=\"jet-hor-timeline-item__card-inner\">\n\t\t<h5 class=\"jet-hor-timeline-item__card-title\">X<\/h5><div class=\"jet-hor-timeline-item__card-desc\">Explicit consent should be obtained (it is a legal requirement)::<br><br>\n\"I just need to get permission to...\"<\/div>\t<\/div>\n\t\t\t<div class=\"jet-hor-timeline-item__card-arrow\"><\/div>\n\t<\/div>\n\t<\/div>\n\n<div class=\"jet-hor-timeline-item elementor-repeater-item-0c8cc01\" data-item-id=\"0c8cc01\">\n\t\t\t\n<div class=\"jet-hor-timeline-item__card\">\n\t<div class=\"jet-hor-timeline-item__card-inner\">\n\t\t<h5 class=\"jet-hor-timeline-item__card-title\">A<\/h5><div class=\"jet-hor-timeline-item__card-desc\">Ask the customer questions to get essential information (these will help you understand the situation better):<br><br>\n\"How does your situation make it difficult to manage your finances?\"<br><br>\n\"How does your situation affect your ability to communicate with us?\"\n<br><br>\n\"Does anyone help you manage your finances, such as a carer, relative or third party?\"<\/div>\t<\/div>\n\t\t\t<div class=\"jet-hor-timeline-item__card-arrow\"><\/div>\n\t<\/div>\n\t<\/div>\n\n<div class=\"jet-hor-timeline-item elementor-repeater-item-b31b511\" data-item-id=\"b31b511\">\n\t\t\t\n<div class=\"jet-hor-timeline-item__card\">\n\t<div class=\"jet-hor-timeline-item__card-inner\">\n\t\t<h5 class=\"jet-hor-timeline-item__card-title\">S<\/h5><div class=\"jet-hor-timeline-item__card-desc\">Sign-post or refer to internal and external help (where this is appropriate):\n<br><br>At this point, staff and organisations might:\n<br><br>Need to internally refer the individual to a specialist team\/staff member in their organisation\n<br><br>Want to consider external sign-posting to an organisation such as:\n<br>- A free debt advice agency\n<br>- NHS 111 (dial 111) for more help with a health problem\n<br>- The Samaritans (116 123) for suicidal or despairing people.<\/div>\t<\/div>\n\t\t\t<div class=\"jet-hor-timeline-item__card-arrow\"><\/div>\n\t<\/div>\n\t<\/div>\n<\/div>\t\t<\/div>\n\t<\/div>\n\t<\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0c478ab elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0c478ab\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[],&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e495004\" data-id=\"e495004\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-70ed1c0 elementor-section-boxed elementor-section-height-default elementor-section-height-default elementor-invisible\" data-id=\"70ed1c0\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[],&quot;background_background&quot;:&quot;gradient&quot;,&quot;animation&quot;:&quot;fadeInUp&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-db1a167\" data-id=\"db1a167\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-454d6dd elementor-widget elementor-widget-heading\" data-id=\"454d6dd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Next \/\/ 3.6 Anti-Money Laundering and Fraud Prevention<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-7fedd45\" data-id=\"7fedd45\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5b2ca01 elementor-align-right elementor-mobile-align-center elementor-widget elementor-widget-button\" data-id=\"5b2ca01\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\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<span class=\"elementor-button-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-arrow-right\"><\/i>\t\t\t<\/span>\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<\/div>\n\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<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-523f0ce elementor-widget elementor-widget-spacer\" data-id=\"523f0ce\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Sales Procedure Guide 3.5\u00a0\/\/\u00a0Vulnerable Customers Sales Procedure Guide 3.5 \/\/ Vulnerable Customers Home Vulnerable Customers The FCA defines a vulnerable consumer in its 2017\/18 Business Plan as: &#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;. Evolution&#8217;s Approach There are [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":9475,"parent":15880,"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 v26.9 - 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=\"Sales Procedure Guide 3.5\u00a0\/\/\u00a0Vulnerable Customers Sales Procedure Guide 3.5 \/\/ Vulnerable Customers Home Vulnerable Customers The FCA defines a vulnerable consumer in its 2017\/18 Business Plan as: &#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;. 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