Vulnerable Clients

At TFA Group, we are committed to treating all our clients with fairness, empathy, and respect. We understand that some individuals may face personal circumstances that make them more vulnerable when making financial decisions. Our goal is to ensure that every client receives the support they need to make informed choices confidently and safely.

A vulnerable client is someone who, due to factors such as age, health, disability, or life events, may be less able to:

• Understand financial information or advice
• Assess risks and implications of decisions
• Communicate their needs clearly
• Make confident, informed choices

Vulnerability can be temporary, situational, or ongoing, and may not always be visible. We recognise that many people may not identify themselves as vulnerable, which is why our advisers are trained to be attentive and proactive.

Our advisers follow a structured approach to ensure vulnerable clients are treated with care:

1. Listening and Observing
We pay close attention during our initial fact-finding process and throughout our relationship with you. We look for signs—spoken or unspoken—that may indicate you need additional support.

2. Flexible Communication
We adapt our communication style to suit your needs. This may include:
• Using plain language and avoiding jargon
• Providing written summaries of advice
• Offering alternative formats (e.g. large print)
• Allowing extra time for meetings and decisions

3. Acting with Empathy
We treat every client as an individual. If you share concerns or challenges with us, we will respond with understanding and tailor our approach accordingly.

4. Involving Trusted Support
If you wish, we can include a trusted friend, family member, or representative in meetings to help you feel more confident and supported.

5. Ensuring Good Outcomes
We follow the FCA’s Consumer Duty principles to ensure that all clients—especially those who may be vulnerable—receive fair treatment and good outcomes. This means:
• No pressure selling
• Clear explanations of products and services
• Recommendations that are suitable and in your best interest

If you feel you need extra support, please let us know. You don’t need to use the word “vulnerable”—just tell us what you need, and we’ll do our best to help.

We promise to:
• Treat you with dignity and respect
• Listen without judgment
• Provide clear, honest advice
• Protect your interests at all times

If you’d like to speak to us about your needs or concerns, please contact your adviser directly or call our team. We’re here to support you.

You can read and download our full Vulnerable Client Policy here.