What Counts As A Vulnerable Customer, And What Support Is Available?

👉 What Is A Vulnerable Customer?
👉 The 4 FCA-recognised Categories Of Vulnerability
👉 How Do I Know If I'm A Vulnerable Customer?
👉 What Support Does Marsh Finance Offer Vulnerable Customers?
👉 External Support Services We Trust
👉 Related Blogs You Might Find Helpful
👉 Final Thought
👉 FAQs

How Marsh Finance supports customers through difficult times with care, understanding, and tailored help

Life can change in an instant, and sometimes, those changes make it harder to manage day-to-day things like money, communication, or decision-making. If you’ve ever struggled with your health, lost a job, been through bereavement, or felt overwhelmed trying to manage finances, you may be classed as a vulnerable customer.

At Marsh Finance, we take this seriously. We’re committed to treating all customers with empathy, respect, and flexibility, especially when they’re facing difficult circumstances.

This guide explains what vulnerability means, how to know if it applies to you, and what support is available, both from Marsh Finance and from other trusted organisations.

What Is A Vulnerable Customer?

According to the Financial Conduct Authority (FCA), a vulnerable customer is someone who, due to personal circumstances, is especially susceptible to harm, particularly when a financial product or service is not delivered with appropriate care.

Vulnerability is not about weakness. It’s about recognising that, sometimes, life throws challenges at us that affect how we cope.

The 4 FCA-recognised Categories Of Vulnerability

The FCA groups vulnerability into four main areas:

1. Health 🏥

This includes physical or mental health conditions or disabilities that impact your ability to communicate, understand, or manage financial tasks.
Examples:

• Depression or anxiety
• Long-term illness (e.g. cancer, MS, chronic fatigue)
• Cognitive impairments or neurodiversity (e.g. ADHD, dementia)

2. Life events 📆

Unexpected or traumatic events that can temporarily affect your financial resilience or emotional state.
Examples:

• Bereavement
• Divorce or relationship breakdown
• Domestic abuse or trauma
• Job loss or sudden income drop

3. Resilience 💔

A low ability to cope with financial or emotional shocks. This may be due to low income, high debt, or limited savings.
Examples:

• Living payday to payday
• Relying on credit to cover essentials
• No emergency fund

4. Capability 😔

Difficulty understanding or processing financial decisions. This might be due to education level, age, digital exclusion, or learning disabilities.
Examples:

• Low confidence in managing money
• Struggling to use online services
• Language barriers or literacy challenges

Many people experience more than one form of vulnerability, which may be temporary, fluctuating, or permanent.

How Do I Know If I’m A Vulnerable Customer?

Vulnerability isn’t always obvious, even to yourself. If you’re unsure, ask yourself:

• Have I experienced a major life change recently (loss, illness, job change)?
• Do I feel anxious or confused about money or managing bills?
• Do I avoid dealing with finances because it feels overwhelming?
• Do I have a condition that makes communicating or making decisions harder?
• Am I relying on credit or borrowing just to get by?

If you answered “yes” to any of these, you may qualify for extra support as a vulnerable customer.

What Support Does Marsh Finance Offer Vulnerable Customers?

We understand that everyone’s situation is different. That’s why we take a human-first approach to supporting vulnerable customers. Here's how we can help:

💬 Tailored communication

• We’ll speak with you in a way that suits you, by phone, email, sms, or in writing.
• If needed, we can slow down the process and explain things more clearly.

📅 Flexible payment support

• We’ll work with you to find solutions if you’re struggling with payments, such as a temporary payment plan, breathing space, or payment pause.

👥 Specialist support team

• Our trained colleagues understand how to support customers with a range of needs — including mental health, bereavement, and financial hardship.

🌐 Website accessibility plug-in

• Our site includes an accessibility tool to adjust font size, contrast, and screen reader compatibility, making it easier to browse for everyone.

🔐 Privacy and respect

• Anything you share with us about your situation is handled in complete confidence. We’ll never judge, and we’ll only act in your best interest.

👉 Read our full Vulnerable Customer Policy.

External Support Services We Trust

We know we’re not the only source of help. If you're feeling overwhelmed, these charities and support services offer free, confidential advice:

✔️ Mental health and wellbeing

• Mind – mind.org.uk
• Samaritans – Call 116 123 or visit samaritans.org
• Rethink Mental Illness – rethink.org

✔️ Debt and financial help

• StepChange Debt Charity – stepchange.org
• National Debtline – nationaldebtline.org
• Citizens Advice – citizensadvice.org.uk

✔️ Additional support

• Turn2us – Grants and benefits checker – turn2us.org.uk
• Christians Against Poverty (CAP) – capuk.org

You don’t need to face this alone.

🔗 Related Blogs You Might Find Helpful

👉 5 Ways to Get Your Finances Back on Track in 2025
👉 Understanding Car Finance Help and Your Rights

✅ Final Thought

Being vulnerable isn’t a label; it’s a reality many people face at different stages in life. What matters most is that you get the support you need. At Marsh Finance, we’re here to listen, adapt, and help you navigate your options without pressure or judgment.

Whether you’re feeling overwhelmed, uncertain, or just need someone to talk to, we’re ready when you are.

👉 Contact Us for Support »

FAQs