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Guiding your life journey

Helping you in difficult times

Tools and information

Financial planning for life

Building your financial wealth

Securing your retirement lifestyle

Long-term life planning

Private clients

Why DG Financial Services Ltd?

How we safeguard
our clients

Our Commitment to Vulnerable Customers

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What is a Vulnerable Customer?

At DG Financial Services Ltd, we recognise that any client may experience vulnerability at different points in their life. We are committed to ensuring all our clients receive fair treatment and appropriate support, particularly during challenging times.

The Financial Conduct Authority (FCA) 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 can arise from four key areas:

  • Health – physical or mental health conditions affecting daily life
  • Life Events – bereavement, job loss, relationship breakdown, or retirement
  • Resilience – low ability to withstand financial or emotional shocks
  • Capability – limited knowledge of financial matters, literacy issues, or digital exclusion
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How We Support Vulnerable Clients

Understanding Your Needs

We take time to understand each client’s individual circumstances and adapt our services accordingly. Our advisers are trained to recognise signs of vulnerability and respond with appropriate care and flexibility.

Accessible
Communication

We offer multiple ways to communicate with us:
  • Face-to-face meetings
  • Telephone consultations
  • Email correspondence
  • Online booking system

We can provide information in alternative formats when needed and ensure all communications are clear and understandable.

Flexible Service
Delivery

We recognise that standard processes may not suit everyone. Our team can:
  • Allow additional time for decisions
  • Break down complex information into manageable steps
  • Offer follow-up support to ensure understanding
  • Adapt our approach to your specific needs

Third Party
Support

We understand that some clients may benefit from having a trusted person involved in their financial planning. We can work with:
  • Family members
  • Carers
  • Power of Attorney representatives
  • Professional advisers

Staff Training
and Culture

All staff receive regular training on identifying and responding to vulnerable customer needs. We foster a culture where taking extra care with vulnerable clients is valued and supported.

Confidentiality and Data Protection

Any information you share about your circumstances is handled in strict accordance with GDPR and Data Protection Act 2018 requirements. We only record information necessary to meet your needs and keep it secure.
Our Regulatory Framework
We follow the FCA’s Guidance on the fair treatment of vulnerable customers (FG21/1), which means we:
  • Understand the characteristics of vulnerability in our client base
  • Train our staff to recognise and respond appropriately to vulnerable clients
  • Design our services to be accessible and flexible
  • Monitor our performance to ensure we're delivering good outcomes
  • Improve continuously based on client feedback and outcomes

We encourage you to tell us about any circumstances that might affect how we work together. This helps us provide the best possible service tailored to your needs. You can let us know:

  • During your initial consultation
  • At any point during our relationship
  • Through any communication channel that suits you
Where appropriate, we can signpost you to specialist organisations that may be able to provide additional support, such as:
  • Debt advice services
  • Mental health support
  • Benefits advice
  • Legal services