CONSUMER DUTY
Supporting vulnerable customers
At Matrix Underwriting, ensuring the fair treatment of customers is central to everything we do. For customers who may be in vulnerable circumstances, this can mean extra care, flexibility and support is needed — and we're committed to providing it.
Flexible support
We work with brokers to ensure that customers with additional needs receive the support and adjustments they require — whatever their circumstances.
Direct access
Every enquiry reaches an experienced underwriter directly. If a broker identifies a client who needs additional support, we can adapt how we communicate and engage.
Fair treatment
We are committed to ensuring that vulnerability — whether financial, health-related, or situational — never results in a customer receiving a worse outcome.
Experienced team
Our underwriters have decades of experience in the industry and are well placed to identify and respond appropriately to customers who may need extra support.
EXTERNAL SUPPORT ORGANISATIONS
The following organisations may also provide useful information and support for customers experiencing vulnerability.
Mental Health Foundation
Information and support for people experiencing mental health difficulties.
Mind
The mental health charity — advice, information and support for people experiencing mental health problems.
National Debt Adviceline
Free, confidential debt advice for people struggling with debt and financial difficulty.
Samaritans
Available 24 hours a day, 365 days a year — confidential support for anyone in distress or at risk.
StepChange Debt Charity
Free, expert debt advice and practical help for people in financial difficulty.
Citizens Advice
Free, independent advice on legal, financial, consumer and other problems.
Age UK
Support and advice for older people and their families, including financial and wellbeing guidance.
Matrix Underwriting Management Limited is committed to acting in accordance with the FCA's Consumer Duty and treating customers fairly at all times. Our vulnerable customers policy is reviewed annually and is available to brokers on request.
If you have any feedback about how we have handled a vulnerable customer situation, please contact us at [email protected] or call 01206 214 530.