Extra support when you need it
Our commitment to you
Everyone's circumstances change. A change in health, a bereavement, a job loss, or simply getting older can all affect how comfortable someone feels managing their money, or how easily they can deal with paperwork, phone calls or online accounts.
This page explains how we think about this at DMA, what you can expect from us if your circumstances change, and how to let us know if you need something done differently.
It applies whether you hold an account with us directly, or through a financial adviser who uses our platform. If you have an adviser, your adviser is usually your first point of contact — but the standards below apply to how we support you either way.
What we mean by “vulnerable circumstances”
The Financial Conduct Authority (FCA), which regulates us, describes a customer in a vulnerable circumstance as someone who, because of their personal circumstances, is especially susceptible to harm — particularly if a firm does not act with appropriate care.
We don't think of this as a fixed label. Circumstances that affect how well someone can engage with us usually fall into one or more of four areas:
These circumstances can overlap, and they can be temporary or long-term. Anyone can be affected at some point, regardless of income, age or how comfortable they normally are managing their finances.
What you can expect from us
- We will take the time to understand your individual circumstances and respond to them, rather than applying a one-size-fits-all process.
- We will treat anything you tell us sensitively, and use it only to make sure we're supporting you appropriately.
- You will not need to repeat yourself. Once you've told us something relevant, we will make sure the right people can see it so you don't have to explain it again.
- We will look for signs that you might need extra support, rather than relying solely on you telling us upfront.
- Where we're not the right people to help — for example, if you need specialist debt, health or legal advice — we will point you towards organisations who are.
How we work with you
Getting in touch
If your circumstances change, or you're finding it difficult to deal with us in the usual way, tell us. You don't need to use any particular word or category — just let us know what would help. If you have an adviser, you can raise this with them and they will pass it on to us where relevant.
How we communicate
We aim to make our written communications clear and free of unnecessary jargon. If a particular format or method of contact works better for you — for example, more time to read and respond, or a preference for one channel over another — tell us and we will look at how we can accommodate that.
Getting extra support
There may be a limit to the support we're able to provide directly. Where that's the case, we will aim to point you towards organisations better placed to help, such as free debt advice services or mental health support charities.
Keeping your information safe
Any information you share with us about your circumstances is handled in line with our data protection obligations. We only use it to make sure you get the right level of support, and we won't share it more widely than necessary.
How we check we're getting this right
We regularly review the outcomes customers experience to satisfy ourselves that people in vulnerable circumstances are treated as fairly as anyone else. This sits alongside our wider obligations under the FCA's Consumer Duty and its guidance on the fair treatment of vulnerable customers (FG21/1).
Questions or feedback
If you have any questions about this policy, or feedback on how we've supported you, please get in touch by emailing customersupport.uk@dma.co or speak to your adviser.
Review
This document is reviewed periodically to reflect changes in our business, our products and FCA guidance. Last reviewed: 30 July 2026.