Last updated: February 2026.
Our Commitment
Scottish Claims Helpline is committed to ensuring that all clients are treated fairly and with respect, regardless of their circumstances. We recognise that some clients may be vulnerable due to their personal situation and we take additional steps to ensure they receive the support they need throughout the claims process.
What Is a Vulnerable Client?
The Financial Conduct Authority defines a vulnerable customer as someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care. Vulnerability can be caused by a range of factors including:
Health conditions such as physical disability, severe or long-term illness, mental health conditions, or cognitive impairment. Life events such as bereavement, job loss, relationship breakdown, or being a victim of domestic abuse. Low resilience to cope with financial or emotional shocks. Low capability such as limited literacy, numeracy, digital skills, or limited English language skills.
Vulnerability is not a permanent state. A client may become vulnerable at any point during their claim, and circumstances can change over time.
How We Identify Vulnerability
All staff at Scottish Claims Helpline are trained to recognise signs of vulnerability during initial contact and throughout the claims process. We look for indicators such as difficulty understanding information provided, signs of distress or confusion during conversations, disclosure of health conditions or difficult life circumstances, requests for information to be repeated or provided in a different format, and involvement of a third party who appears to be making decisions on behalf of the client.
How We Support Vulnerable Clients
When we identify a client who may be vulnerable, we take the following steps to ensure they are properly supported:
We allow additional time for the client to make decisions and understand information. We provide information in clear, plain language and avoid legal jargon. We offer to communicate in the client’s preferred format, whether by phone, email, letter, or in person. We ensure the client understands they can have a friend, family member, or independent advisor present during calls or meetings. We make reasonable adjustments to our processes where necessary. We record the client’s needs on their file so that all staff who deal with them are aware. We carry out regular check-ins to ensure the client remains comfortable with the progress of their claim.
Referral to Our Solicitor Panel
When a vulnerable client is referred to one of our panel solicitors, we ensure the solicitor is made aware of the client’s needs (with the client’s consent) so that appropriate support continues throughout the legal process. Our panel solicitors are required to have their own vulnerable client policies in place.
Complaints
If you feel that we have not met our obligations under this policy, or if you have any concerns about how a vulnerable client has been treated, please contact us using our complaints procedure. You can also contact the Financial Conduct Authority directly at fca.org.uk.
Staff Training
All Scottish Claims Helpline staff receive regular training on identifying and supporting vulnerable clients. This training covers the FCA’s guidance on the fair treatment of vulnerable customers, recognising the signs of vulnerability, communication techniques for supporting vulnerable clients, and how to make reasonable adjustments to our processes.
Review
This policy is reviewed annually and updated as necessary to reflect changes in FCA guidance and best practice.
Scottish Claims Helpline is authorised and regulated by the Financial Conduct Authority. FCA Reference Number: FRN 830381.