Introduction

Our insolvency practice is committed to ensuring that all clients, including those who may be considered vulnerable, receive the highest level of care and support. We recognize that vulnerability can arise from a range of personal, financial, and social factors, and we aim to provide services that are accessible, empathetic, and tailored to individual needs.

Definition of Vulnerable Clients

A vulnerable client 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. Vulnerability may be permanent, temporary, or situational and can result from a range of factors including but not limited to:

• Age
• Disability
• Mental health conditions
• Bereavement
• Severe financial difficulties
• Language barriers
• Low literacy or numeracy skills

Objectives

1. Identification: To identify clients who may be vulnerable and understand their specific needs.
2. Support: To provide appropriate support and adjustments to ensure vulnerable clients can make informed decisions.
3. Protection: To protect vulnerable clients from potential harm, exploitation, or disadvantage.
4. Training: To ensure all staff are trained to recognize and respond to the needs of vulnerable clients.

Identifying Vulnerable Clients

Staff are trained to identify signs of vulnerability through:

• Direct communication with clients
• Observing signs of distress, confusion, or difficulty in understanding
• Receiving information from family members, carers, or other professionals

Providing Support

We take the following steps to support vulnerable clients:

• Clear Communication: Using plain language, avoiding jargon, and confirming understanding.
• Tailored Assistance: Offering additional time for appointments, providing written summaries of discussions, and using alternative communication methods if needed (e.g., large print, Braille, translation services).
• Consent and Decision-Making: Ensuring clients understand the information provided to them and the decisions they are making. This may involve speaking with family members, carers, or other representatives where appropriate and with the client’s consent.
• Signposting and Referrals: Directing clients to additional support services where necessary, such as legal advice, counselling, or social services.

Training and Awareness

• Staff Training: All staff receive training on recognizing and responding to the needs of vulnerable clients. This includes initial training for new staff and regular refresher courses.
• Continuous Improvement: We regularly review and update our training programs and policies to ensure they reflect current best practices and regulatory requirements.

Monitoring and Review

• Feedback: We encourage feedback from clients, their families, and other professionals to continually improve our services.
• Regular Reviews: This policy is reviewed annually to ensure it remains effective and up-to-date with current regulations and best practices.

Confidentiality

We handle all information regarding vulnerable clients with the utmost confidentiality and in accordance with data protection laws. Information is only shared with consent or when legally required.

Contact Us

If you have any questions or need further assistance, please contact our support team:

• Email: info@expedium.co.uk
• Phone: +44 204 570 7076