At Chartered Capital, we are committed to acting in the best interests of all our clients. We recognise that some clients may, at times, be in vulnerable circumstances and may need additional care or support when engaging with financial services.
This policy explains, in clear and simple terms, how we support clients in vulnerable circumstances, in line with the Consumer Protection Code 2025.
This policy is written in plain language to ensure clarity and ease of understanding.
What do we mean by vulnerable circumstances?
A client may be considered to be in vulnerable circumstances where their personal situation, whether temporary or permanent, makes them more susceptible to harm or poorer outcomes, unless appropriate care is taken.
Vulnerability is not a label and can affect anyone at different stages of life. It may change over time and can relate to a single decision or situation rather than all financial matters.
We always assume that clients can make their own decisions unless there is clear evidence otherwise. Decision‑making ability is specific to each decision and time, and we respect our clients’ autonomy at all times.
Examples of vulnerable circumstances
The following are examples only and are not exhaustive:
- Serious illness or disability
- Life events such as having a baby, bereavements or relationship breakdown
- Mental health difficulties
- Cognitive or intellectual disability
- Hearing or vision impairment
- English not being a first language or literacy difficulties
- Financial stress, high debt levels or job loss
- Fraud or financial abuse
- Advanced age or frailty
How we identify and support clients
We may become aware of vulnerable circumstances during our initial meetings, through ongoing contact, or where a client tells us directly.
Where appropriate, we may offer additional supports, such as:
- Extra time and clear, plain‑English explanations
- Regular checks to ensure understanding
- Written summaries of meetings or recommendations
- Alternative communication methods where needed
- Encouraging the client to bring a trusted person to meetings
Any support offered is tailored to the individual client’s needs.
Trusted Contact Person
Clients may choose to nominate a Trusted Contact Person.
A Trusted Contact Person:
- Cannot make decisions on behalf of the client
- Is someone we may contact only in specific situations, such as:
- If we have difficulty communicating with the client
- If we have concerns about possible financial abuse
- To confirm contact details, health status, or the identity of a legal representative
We will only contact a Trusted Contact Person where:
- The client has given written consent, and
- The Trusted Contact Person has agreed in writing to be contacted
If a client has a legal arrangement in place (such as an Enduring Power of Attorney or decision‑making representative), we will follow that arrangement instead.
Client choice and confidentiality
- Involving a third party is always the client’s choice
- If a client chooses not to involve anyone else, we respect and record that decision
- We record vulnerable circumstances sensitively and only where relevant
- Information is shared internally only with staff who need it to support the client
- All information is handled in line with data protection requirements
Financial abuse and safeguarding
We are alert to the risk of financial abuse, particularly where a client may be vulnerable.
Our staff are trained to recognise potential warning signs and know how to raise concerns internally so that appropriate steps can be taken to protect the client.
Review of this policy
This policy is reviewed regularly and updated to reflect regulatory guidance and best practice.
If you have any questions or would like to discuss any support you may need, please contact us at planner@charteredcapital.ie