Vulnerable Client Policy

At Crowe Financial Planning, we are committed to making sure every client receives fair, consistent treatment and achieves good outcomes. For some clients, personal circumstances mean that additional care, flexibility, or support is needed at certain points in their lives. We take this responsibility seriously, and our approach to supporting clients in vulnerable circumstances is embedded across everything we do.

Vulnerability is about circumstances, not labels. It does not only affect older people, and it can be temporary or long-term. Anyone can experience vulnerability at some point in their life.

The circumstances that can give rise to vulnerability are wide-ranging. They may include health issues or changes in physical or mental wellbeing; significant life events such as bereavement, divorce, or taking on caring responsibilities; financial pressures or reduced resilience; and lower confidence with financial matters, digital services, or complex information.

We recognise that the financial planning process itself can sometimes feel overwhelming, particularly during periods of change or difficulty. We aim to make our service as accessible and supportive as possible for every client.

Our team is trained to recognise when a client may benefit from additional support, even if they have not raised it themselves. We do not expect clients to self-identify or to use particular words to describe their situation. If something in how you are feeling or engaging with us suggests you may need extra care, we will respond with sensitivity and without judgement.

Where additional needs are identified, we will work with you to agree adjustments to how we communicate and deliver our service. This might include allowing more time for meetings, providing information in a different format, simplifying written communications, or involving a trusted person of your choice in discussions.

Any information you share with us about your personal circumstances is treated with respect and in strict confidence. It is recorded only to help us support you better, and access is restricted to those who need it.

You do not need to wait for us to ask. If there is anything about your current situation, health, or how you prefer to receive information that would be helpful for us to know, please speak with your financial planning consultant or contact us directly. The earlier we understand your needs, the better we can tailor our service to you.

If your circumstances change at any point during our relationship, please let us know. We will review and update how we support you accordingly.

We understand that some of the circumstances that affect your ability to engage with financial planning also call for wider support. We have put together a resource that signposts a range of independent organisations offering practical, emotional, and financial help across various areas including caring, health, later life, bereavement, and emotional wellbeing.

This resource is available to all our clients and is provided for general information only. You are welcome to contact any of the organisations listed directly. Many provide free and confidential support, and telephone-based help is available if you prefer not to use the internet.

You can download a copy, read it online, or request a printed copy by speaking with your consultant or contacting us directly.

If you have any questions about our approach to supporting clients in vulnerable circumstances, or if you would like to discuss your own needs, please speak with your consultant directly or send an email to [email protected].

Crowe Financial Planning UK Limited is authorised and regulated by the Financial Conduct Authority.