Vulnerable Customers Policy
Version 2.0
Company Name
| Name: | The Animo Group Ltd. |
|---|---|
| Address: | 25 Horsell Road, London, N5 1XL |
| Email: | hello@madebyanimo.com |
Introduction
Prism Claim Group Ltd is committed to treating all customers fairly and respectfully, including recognising and supporting customers who may be considered vulnerable due to personal circumstances, health, disability, age, literacy, financial hardship, or other factors.

This policy outlines our approach to identifying, supporting, and protecting vulnerable customers, ensuring compliance with relevant UK regulatory requirements, including the FCA's Principles for Businesses and Treating Customers Fairly (TCF) framework.
| Name: | The Animo Group Ltd. |
|---|---|
| Address: | 25 Horsell Road, London, N5 1XL |
| Email: | hello@madebyanimo.com |
Definition of a Vulnerable Customer
A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a firm is not acting with appropriate levels of care.
Examples include, but are not limited to:
- Mental health conditions
- Physical disability
- Serious illness
- Age-related challenges
- Literacy or language barriers
- Recent bereavement or personal trauma
- Financial hardship
Our Commitment
We will identify vulnerable customers wherever reasonably possible during our interactions.
We will tailor our services to support vulnerable customers appropriately.
We will communicate in a clear, empathetic, and accessible manner.
We will give customers additional time, consideration, and flexibility where required.
We will escalate complex cases to senior staff when additional support is needed.
Employee Responsibilities
All employees are responsible for:
- Being vigilant for signs of vulnerability.
- Handling vulnerable customers with care, sensitivity, and flexibility.
- Referring cases to the Head of Customer Services where specialist support is needed.
- Attending training sessions to improve understanding of how to recognise and support vulnerable customers.
Training
All frontline staff receive training on:
- How to identify signs of vulnerability.
- How to adapt communication and service delivery.
- How and when to escalate concerns internally.
Monitoring and Review
The Operations Director is responsible for:
- Ensuring this policy remains up-to-date with regulatory and best practice requirements.
- Reviewing the policy annually or sooner if significant regulatory changes occur.
- Monitoring compliance and acting on feedback and lessons learned.
