Conversations about challenges and support
We understand that discussing challenges or vulnerability is not always easy. There are various circumstances when clients may be vulnerable, sometimes temporarily and increasingly regularly.
It's essential for us to be aware of these situations, whether physical or emotional. Your openness in sharing your personal circumstances, be it age-related, cognitive, health-related, or related to a challenging period, enables our colleagues to offer the most appropriate support.
Our approach to supporting you
Our Advisers and our organization have the backing of our Vulnerable Client Committee—a practical working group that spans the entirety of our business.
This committee focuses on recognizing and identifying vulnerability, ongoing education and development, and the creation of policies and best practices. We aim to provide expertise and guidance tailored to individual scenarios.
Respecting your privacy
Recording any vulnerability or potential vulnerability is crucial for offering support consistently across our business.
We will always seek your permission, especially when recording health-related information. Under GDPR, your consent is essential, and rest assured, any information recorded is strictly confidential.
“Understanding and recording vulnerability is crucial for us in offering client support effectively and consistently across our business”
Sarah Hollowell
Reach out to us
For any concerns, your first point of contact should be your dedicated Adviser. If they are unavailable or you feel more comfortable contacting someone else, you can reach out to your 'Partner responsible' or contact our Client Support team at:
Phone: +44 (0) 20 7337 0400
Email: [email protected]
For matters related to the death of a client or an existing deceased case, please email our Bereavement Services Team at [email protected].
Additional information can also be found here in our Bereavement services - what to do when someone dies document.
External Support
In addition to our services, the Office of the Public Guardian in England & Wales ('OPG') is an independent statutory office. It is established to protect the rights and well-being of adults with impaired decision-making capacity. For more information about their services, you can visit their website here.
We have a series of complementary financial "How to" Guides...
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