Trust
Support for Vulnerable Customers
We recognise that some people using the platform may be in circumstances that make them more vulnerable. Whether that is due to health, life events, financial difficulty, or limited capability, we want the platform to be usable, respectful, and fair for everyone.
What we mean by vulnerability
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 is not a fixed state. Anyone can become vulnerable at any time due to changes in health, personal circumstances, or life events.
We adopt this broad understanding of vulnerability and apply it across the platform, not just for FCA-regulated products.
How we support vulnerable customers
- Plain English: all platform content is written in clear, accessible language without unnecessary jargon
- No pressure: we do not use countdown timers, fake scarcity, or urgency language that could cause stress or rushed decisions
- Clear information: all costs, terms, and commission arrangements are disclosed plainly before any switching decision
- Pause and return: supporters can leave a switching journey at any point and return later without penalty
- Accessible design: the platform is designed with accessibility in mind, including readable fonts, sufficient contrast, and keyboard navigation
- Human support: supporters can contact us directly at hello@switch4good.co.uk if they need help or want to discuss their options
FCA Consumer Duty
The FCA’s Consumer Duty requires firms to deliver good outcomes for all customers, with particular attention to the needs of vulnerable customers. We apply these principles across the platform:
- Products and services are designed to meet the needs of the target market
- Price and value are communicated clearly and fairly
- Communications are clear, fair, and not misleading
- Customer support is accessible and responsive
If you need additional support
If you or someone you know needs additional support when using the platform, please contact us at hello@switch4good.co.uk. We will do our best to accommodate your needs, whether that means providing information in a different format, allowing more time, or offering guidance over email.
We will never penalise someone for taking longer, asking more questions, or requesting additional help.
Training and awareness
Our team is trained to recognise signs of vulnerability and to respond with care and flexibility. We review our approach regularly and update our practices in line with FCA guidance and best practice.
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