Vulnerable Customers
Supporting Vulnerable Customers
Rubix Finance Ltd is committed to treating all customers fairly and recognising that some customers may be in vulnerable circumstances.
What is Vulnerability?
Vulnerability can arise from a range of factors, including:
- physical or mental health conditions
- financial difficulty or over-indebtedness
- significant life events (such as bereavement, relationship breakdown or job loss)
- low financial capability or confidence
Vulnerability may be temporary, sporadic or permanent.
Our Approach
We aim to identify and support vulnerable customers wherever possible.
Where we become aware, or are informed, that a customer may be vulnerable, we will:
- communicate in a clear and sensitive manner
- provide information in a way that is easier to understand
- allow additional time for decision-making
- avoid placing undue pressure on the customer
- take account of individual needs and circumstances
We will always treat customers with empathy, respect and confidentiality.
Limitations of Our Role
As a credit broker, we do not make lending decisions. However, we aim to ensure that customers are able to understand the finance options presented to them.
Where appropriate, we may:
- suggest that you take additional time before proceeding
- encourage you to seek independent advice
- recommend involving a trusted third party
Getting Additional Support
If you believe you may need additional support, please let us know.
You may also wish to seek help from:
- a trusted friend or family member
- a debt advice organisation
- an independent financial adviser
Continuous Improvement
We regularly review our processes and staff awareness to ensure we are supporting vulnerable customers effectively and in line with FCA expectations.