Vulnerable Customer Statement

At MAAYAN We are committed to providing fair, transparent, and inclusive financial services to all Customers. Ensuring the fair treatment of vulnerable Customers is an integral part of Our commitment to delivering positive outcomes and aligning with the Financial Conduct Authority’s (FCA) fair treatment principles and Consumer Duty requirements.

No one is immune to being vulnerable – it can happen to anyone, at any stage of life, under a variety of circumstances. We understand that this can lead to situations where You may require an additional level of care from Us than what We normally offer as You may be at greater risk of harm.

We want to ensure that if You are facing a vulnerability, You are treated fairly, based on Your individual circumstances.

What is Vulnerability?

You are considered a vulnerable Customer if, due to Your personal circumstances, You are especially susceptible to harm. Vulnerability can arise from:

• Health conditions or illnesses that affect Your ability to carry out day-to-day tasks
• Life events such as bereavement, job loss or relationship breakdown
• Resilience, for example if You have a low ability to withstand financial or emotional shocks
• Capability, for example if You have either:

1. low knowledge of financial matters
2. low confidence in managing money (financial capability), or
3. low capability in other relevant areas such as literacy, or digital skills

These characteristics may result in You requiring additional or different needs and may limit Your ability to make decisions or to properly represent Your own interests.

What should You do if You are a Vulnerable Customer?

If You are facing any vulnerability, please inform Us of this. We are committed to providing a level of care that is appropriate to Your circumstances.

Our Approach to Vulnerability

We seek to embed the fair treatment of vulnerable Customers in our policies and processes throughout the whole Customer journey. The level of care that is appropriate for vulnerable Customers may be different from that for other Customers not facing such vulnerabilities and we seek to take particular care to ensure You are treated fairly. As part of our onboarding process, we seek to understand the characteristics of the vulnerability of retail Customers and their needs.

Where we recognise that You as a vulnerable Customer have a specific need, we will inform You of the options of help and support We may offer to meet Your needs.

We are aware that all Customers are at risk of becoming vulnerable, and that circumstances surrounding any vulnerability may change through time. We seek to ask Ourselves what types of harm or disadvantage You may be vulnerable to, and how Our actions can increase or reduce the risk of harm to You.

Types of assistance available to Vulnerable Customers

If You inform Us of any vulnerability that requires additional support beyond our standard service, We offer:

• Alternative communication methods (e.g. large print, telephone assistance)
• Tailored support to ensure equal access to Our Services
• A dedicated customer care team trained to handle complex vulnerability-related issues.
• Escalation to senior management where urgent intervention is required.
• Referrals to external support organisations (e.g., financial counselling services, mental health charities, Citizens Advice).

Ongoing Commitment and Monitoring of Vulnerable Customers

We continuously review and improve Our approach to supporting vulnerable Customers by:

• Conducting regular training for all staff on vulnerability awareness and best practices.
• Reviewing Customer interactions and complaints to identify potential areas for improvement.
• Engaging with regulators and industry bodies to align our practices with the latest FCA guidance

Staff Training and Culture

We train all our staff rigorously on how to identify and support vulnerable Customers. This training is embedded into the culture of Our firm to ensure that vulnerability is considered in all aspects of our operations.

Contact us

Our support team will be happy to support You and discuss any information You feel would assist with Your personal circumstance. Please contact Us at [email protected]