Morgan Clark’s Commitment to Supporting Vulnerable Customers

In 2023, the FCA’s Consumer Duty came into force, requiring all FCA-regulated firms to act in the best interests of their customers and deliver good outcomes. 

 Morgan Clark has embraced these important measures, ensuring that our team works hard to put our customers’ interests first and deliver consistent, fair outcomes. We recognise that some of our clients may face additional challenges, whether due to age, illness, or other life circumstances. To support these clients, we have implemented policies and procedures that prioritise care, understanding, and adaptability to suit their unique needs. 

 How firms treat Vulnerable Customers is a critical aspect of the Consumer Duty, and due to the nature of our business and the type of claims that we handle, Morgan Clark recognises that many of our customers are likely to find themselves in a position of vulnerability. As a result, even those that are most capable in normal circumstances might have an impaired ability to make rational and informed decisions. We strive to ensure that all Morgan Clark staff can recognise vulnerable customers and deal with them appropriately, adapting our services to provide the best possible support. 

 Our team is fully trained to identify vulnerable customers and adjust our approach to ensure the best outcomes. We are committed to treating every client with dignity, respect, and fairness. 

 Here’s what one of our clients had to say about the support they received: 

 “…. I was extremely distressed and felt quite despondent. Once he (Robert) had got past my frosty reception, he explained why we would benefit from your service and did so calmly and clearly, without false promises. He went on to support us well above and beyond the call of duty, recognising that both Gaynor and I were vulnerable adults. I cannot praise the service from Robert high enough and have encountered service from many different organisations—this was by far the best.”  

 We recognise that vulnerable customers may find it harder to manage their own interests while dealing with complex insurance claims. Insurance protects against financial shocks, and for those in vulnerable circumstances, it is paramount that they receive the most appropriate and compassionate support throughout the claims process. 

 Morgan Clark is committed to ensuring that our staff can recognise and respond appropriately to the needs of vulnerable customers. While we are not responsible for our clients’ vulnerabilities, we take our responsibilities to them seriously, ensuring that: 

• We have trained our staff to understand the behaviours of vulnerable customers and how to recognise them 

• We do whatever is practical to support the demands and needs of these customers 

• We treat each customer fairly and consistently 

• We communicate in a way that is clear and understandable 

• We ensure our actions do not contribute to the detriment of vulnerable people, always considering their best interests 

 We have addressed the risks arising to customers by implementing a thorough Vulnerable Customer Policy, ensuring compliance with the FCA’s Consumer Duty. 

 Please contact us if you would like more information on how Morgan Clark ensures compliance with the FCA’s Consumer Duty and protects the interests of Vulnerable Customers.