Vulnerable Customer and Signposting Policy

Our Approach

Anyone can find themselves in a vulnerable situation, for example through illness, bereavement, money worries, disability, language barriers or a recent life event. We aim to recognise this and adjust how we help.

How We Help

• Offer to communicate in the way that suits you, such as email, phone or larger print.
• Allow extra time and avoid pressure.
• Let a trusted person speak for you, with your written permission.
• Explain things in plain English and check you understand.
• Protect your information and ask only for what we need.
• Let you choose how we contact you. Text messages are optional and you can turn them off on your case page.
• Never ask you to pay for anything before you have had the free review and seen the full price.
• Give you time to think. If you take up our paid service you have 14 days to change your mind, and we will not pressure you to decide.

If You Tell Us You Are Struggling

If you tell us that you find it hard to deal with paperwork, money or phone calls, or that a health condition, bereavement or other life event is affecting you, tell us and we will adapt. Questions about illness or injury on our form are optional and you can choose “Prefer not to say”. If you would rather one of our team look at your case instead of an automatic check, ask us and we will do that.

Signposting

We cannot help with every problem. Where a case is outside what we do, or you need urgent or specialist help, we will point you to an appropriate organisation. Examples include:

• Citizens Advice, for free general advice (citizensadvice.org.uk).
• The Financial Ombudsman Service, for complaints about financial firms.
• Action Fraud, for fraud reports (0300 123 2040), or Police Scotland on 101.
• StepChange or MoneyHelper, for debt and money guidance.
• Your local council Trading Standards, via Citizens Advice.

Not Legal Advice

CPUK does not give legal advice. If you need legal advice, we will suggest you speak to a solicitor or an advice agency.

Last updated: 4 October 2026. Next review due: 4 October 2027, or sooner if our service changes.