AviationForex Vulnerable Customers Policy
1. Purpose This policy outlines AviationForex’s commitment to recognizing and supporting customers who are considered vulnerable due to age, disability, mental health issues, language barriers, financial hardship, or any other factor that significantly affects their ability to access our services. We aim to ensure that vulnerable customers receive considerate, respectful, and supportive service tailored to their specific needs. We are not permitted to accept applications from individuals who are under the age of 18. Clients who are turning 70 years of age and over we require a picture of the client holding the photograph holding their proof of identity, in addition to another
method of standard verification. We may also request further KYC for further compliance.
2. Definition of Vulnerable Customers A vulnerable customer is anyone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care. These circumstances may include:
- Mental health conditions
- Physical disability
- Advanced age or frailty
- Recent bereavement or significant life event
- Financial hardship or over-indebtedness
- Communication or comprehension difficulties
- Lack of support networks
3. Identifying Vulnerable Customers AviationForex staff are trained to identify signs of vulnerability through regular interactions with customers and to adjust their approach accordingly. Identifying a vulnerable customer may come from:
- Direct disclosure by the customer
- Observation of customer behavior
- Third-party information (subject to confidentiality constraints)
4. Training and Awareness All employees receive training on how to recognize and support vulnerable customers, including how to approach sensitive situations with empathy and discretion. Ongoing training ensures that our staff are equipped to provide the highest standard of service, keeping abreast of best practices in vulnerability support.
5. Providing Support We commit to:
- Tailoring our communication to ensure that information is clear, simple, and easily accessible.
- Offering additional support or services where necessary, such as more frequent reviews of service needs or referrals to professional support agencies.
- Ensuring that all customer-facing staff know how to assist vulnerable customers and are aware of internal and external assistance options available.
6. Data Protection Personal information regarding the circumstances of a vulnerable customer is treated with the utmost confidentiality and in accordance with relevant data protection laws. We ensure that this information is used solely to enhance the service provided to the customer.
7. Feedback and Continuous Improvement AviationForex is committed to continuously improving how we serve vulnerable customers. We encourage feedback on our services and use this to refine our policies and practices. Feedback can be provided through our customer service channels.
8. Policy Review This policy will be reviewed annually to ensure it remains relevant and effective in identifying and supporting our vulnerable customers. We will consider feedback from customers and staff, changes in legal and regulatory frameworks, and advancements in best practices.
9. Contact Information For further information on this policy or to seek assistance, customers can contact us at [insert contact information].
This Vulnerable Customers Policy provides a framework that helps ensure all customers of AviationForex, especially those who are vulnerable, are treated with fairness and respect. It should be tailored to reflect the specific services offered by AviationForex and comply with local regulations.