Supporting our vulnerable customers

At Parmenion, we know that our customers may face difficult and potentially life changing events at any point in their lives.

And that those events might impact their ability to make sound decisions about their finances or may require extra support.

We take our duty to provide excellent care to all our customers seriously, making sure that everyone's needs can be met.

If you've got any questions, please speak to your Regional Sales Manager.

What's the definition of a vulnerable client?

The FCA definition of a vulnerable customer is ‘someone who, due to their personal circumstance, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.’

This means working together to put all the appropriate processes, training, and policies in place, and reviewing them regularly to identify any changes or improvements that can be made.

What are we doing to support vulnerable customers?

Our Customer Service, Operations, and Complaints teams have been trained by industry experts in vulnerability, and we’ve now expanded this training to the teams who build our technology and services so that we can provide an even better experience for all our customers.

Our range of products and services can be accessed and used by as many people as possible, regardless of their abilities or circumstances. This is especially important for customers who need extra care, who may be at a disadvantage without them.

We have a vulnerable customer working group that meets regularly to discuss the particular needs of these customers and evaluates our ways of working so we can keep improving our service.