Vulnerable Customer Policy

The FCA’s definition of a vulnerable customer is “Someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care”.

We ensure that every one of their customers is treated fairly and straightforwardly. When dealing with potential customers with vulnerable circumstances, we try not to cause these customers any form of detriment. However, and in the same breath, we sincerely make every possible effort to adhere to those conditions, whether we believe a potential customer is vulnerable or otherwise.

Rotai UK Ltd has a Vulnerable Customer Policy to have mechanics in place to ensure that our business is conducted not to harm those we believe may fall under the category of a potentially vulnerable customer. We define vulnerable customers as those with whom we think circumstances mean we should take extra precautions in providing our services. Further, we will endeavour to ensure that they are not disadvantaged in any way, shape or form. We further believe that our 60-day money-back guarantee to all customers dramatically alleviates any such circumstance, whether we consider them vulnerable or not.

We try to train our employees to identify those customers who may be vulnerable to ensure that any additional levels that may be required of us assistance-wise will be put in place. However, it cannot consistently be recognised that a prospective customer is in a vulnerable group. Should you believe you fall under any vulnerable customers below, we ask you to let us know, ideally before you meet us, so we can arrange any extra help you may need.

• Those customers where it is evident that they have communication difficulties, including, but not limited to, learning difficulties or dyslexia or circumstances where English is not necessarily their mother tongue. Please let us know if you prefer to be spoken in any other language than English. We will make every effort, where possible, to find a staff member or an outside translation agency to help.

• Any customer or prospective customer with health issues, whether those illnesses be mental or physical, critically, or long-term.

• Those circumstances where we are made aware that the potential customer receives confirmation of the diagnosis of a serious illness, whether to themselves or to any close family member.

• Any other personal circumstances including, but not limited to, bereavement, financial problems, redundancies, or disabilities for caring.

• Those customers can be considered in the younger or older categories. By way of example, a younger person may be less experienced in business matters, and those customers can sometimes be considered less able to cope technologically.

In circumstances where we believe that we might be engaging with those in the vulnerable category, and whether you inform us directly or through our own identification, we will immediately:

• Continuously seek confirmation that you have fully understood all the information we have provided.

• We will make a record of the conversation.

• To ensure that the completion of any transaction is delayed for at least 7-days. This will allow that person in the vulnerable category to thoroughly think through the potential transaction with close relatives.

In circumstances where we believe that we will be unable to help a potential customer, we will endeavour to ensure that the person in the vulnerable category understands what other options may be available to them.

Rotai UK Ltd is registered and authorised by the financial conduct authority (FCA)