Vulnerable customer policy and support

Updated: October 2025

Our Commitment to Vulnerable Customers

At FOLK2FOLK, our mission is to put humanity back into finance. As part of that commitment, we’re here to support all customers including those who may experience vulnerability due to life events, health, resilience, or capability.

In line with the Financial Conduct Authority (FCA) guidance, we’re committed to ensuring that every customer is treated fairly and with empathy, so they have equal access to apply for our loans and investment opportunities.

This page outlines both our policy and the practical support available to customers who may need extra help.

Our Policy

The purpose of our Vulnerable Customer Policy is to ensure that we understand, recognise, and respond appropriately to customers who may be vulnerable, whether temporarily or on an ongoing basis.

Our staff are trained to:

  • Identify vulnerability and approach conversations sensitively.
  • Provide additional support where needed to achieve good outcomes.
  • Adapt communications and processes to ensure customers are not disadvantaged.

We understand that vulnerability can take many forms, including (but not limited to):

  • Health conditions or disabilities
  • Life events such as bereavement, illness, or job loss
  • Low emotional or financial resilience
  • Limited literacy, numeracy, or digital confidence

If you believe you meet the criteria for a vulnerable customer, please let us know so that we can provide the right support.

How We Can Support You

If You’re Blind or Visually Impaired

  • You can adjust text size, colour, and contrast in your device settings.
  • Visit My Computer My Way for practical accessibility tips.
  • We can provide correspondence in large print (font size 20).
  • We can supply a free magnifying sheet or handheld magnifier for printed material.
  • If you use our Investor Portal, you can zoom in on the page for easier reading.

If You’re Deaf or Hearing Impaired

  • You can contact us using the Relay UK service (download the app or dial 18001 01566 773296 via a BT textphone).
  • If you visit us in person, we can offer:
    • A quiet or private room to reduce background noise
    • No rush’ appointments to give you time to discuss matters comfortably
    • Written follow-up of conversations by email or post
  • Our video content is hosted on YouTube, and English subtitles/closed captions are available.

If You Have a Speech Impediment

You can contact us using the Relay UK service (download the app or dial 18001 01566 773296 via a BT textphone).

We’re also happy to communicate by email or text if that’s easier for you.

If You Have Dementia or Memory Loss

We can:

  • Take extra time to explain things clearly and confirm understanding.
  • Communicate with someone you trust, if you prefer.
  • Send follow-up letters, emails, or texts confirming what was discussed.

If you wish to authorise someone to manage your account, we’ll help guide you through this.

For independent advice on Power of Attorney:

  • Office of the Public Guardian (England & Wales)[https://www.gov.uk/government/organisations/office-of-the-public-guardian]
  • mygov.scot – Power of Attorney (Scotland) [https://www.mygov.scot/]
  • Age UK – Power of Attorney Advice [https://www.ageuk.org.uk/]

If You’re Dealing with a Bereavement

If you’re a customer going through bereavement, or the relative of a FOLK2FOLK customer who has died, please contact us. We’ll do everything we can to make the process straightforward and compassionate.

  • accessibility@folk2folk.com
  • 01566 773296
  • Or visit our head office: NUMBER ONE BUSINESS CENTRE, Western Road, Launceston, Cornwall, PL15 7FJ.

If You’re Caring for Someone Else

If you care for a FOLK2FOLK customer who needs your help to communicate with us, the account holder will need to give permission for you to speak on their behalf.
Please call us on 01566 773296 and we’ll guide you through the process.

If You’re Neurodiverse

We try to write in plain English, though some financial language and legal documents can be complex. If anything is unclear, please give us a call and we’ll explain it.

  • Letters: We can also provide a coloured overlay for printed letters.
  • Our website: You can add a colour filter to your screen using ColorVeil. [https://www.east-tec.com/colorveil]

If You’re Struggling to Manage Your Account

If you’d prefer someone else to speak to us on your behalf, we’ll do what we can to accommodate that. For some actions — like changing bank details — we may need formal Power of Attorney documentation.

If You Need Support with Something Else

If your situation isn’t listed here, please contact us. We’ll do our best to find a solution that works for you.

Registering as a Vulnerable Customer

If you’d like us to record your circumstances so that we can tailor our communications and support, please contact us by:

  • Phone: 01566 773296 (Mon–Fri, 9.00am–5.00pm)
  • Email: enquiries@folk2folk.com
  • Post: FOLK2FOLK Limited, Number One Business Centre, Western Road, Launceston, Cornwall, PL15 7FJ

Review

This policy and guidance page was last updated in October 2025 and will be reviewed annually.

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