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Vulnerable Customer Policy

Updated: January 2023

Our Commitment to Vulnerable Customers

The Financial Conduct Authority (FCA) requires all firms within financial services to recognise and understand the impact that life events, health, resilience, and capability may have on their customers’ needs. FOLK2FOLK is committed to ensuring that all customers, including vulnerable customers, are treated fairly with empathy and sensitivity to their circumstances so they have equal access to apply for or invest in a business loan.

Vulnerable Customer Policy

To this end, we have implemented a Vulnerable Customer Policy within our business. The purpose of our internal policy is to set out our expectations when dealing with vulnerable customers throughout their loan or investment term.

Staff training

Our staff are trained to identify vulnerable customers and to provide the additional level of support they may require to meet their needs and achieve a good outcome. However, we acknowledge that vulnerability can take various forms, and is specific to each individual customer. Therefore, if you believe you meet the criteria for a vulnerable customer, please notify us of your particular needs so that we can provide the necessary support.

To register as a vulnerable customer, please contact us in one of the following ways:

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