We aim to treat all individuals fairly and want you to be satisfied with the service we provide.

The FCA defines a vulnerable individual as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care”. The FCA expects firms like ArcaPay to treat individuals fairly when it is dealing with people in vulnerable circumstances.

The FCA has identified 4 key factors which may increase the risk of vulnerability. These are:

• Health – health conditions or illnesses that affect the ability to carry out day-to-day tasks.
• Life events – major life events such as bereavement, job loss or relationship breakdown.
• Resilience – low ability to withstand financial or emotional shocks.
• Capability – low knowledge of financial matters or low confidence in managing money (financial capability). Low capability in other relevant areas such as literacy, or digital skills.

Some groups are more likely to display characteristics of vulnerability than others, such as those over 75, the unemployed, those who rent and those with no formal qualifications. Individuals will often display more than one characteristic of vulnerability.

ArcaPay’s team are trained to identify vulnerable individuals so that they can take extra steps to assist outside of its standard procedures to protect them. Therefore, if you feel that you believe you may fit the above criteria. please read this policy and immediately notify ArcaPay of your particular needs.

ArcaPay recognises that certain groups of individuals may be vulnerable. Whilst not all individuals in these groups may be vulnerable, it will consider an individual’s individual circumstances where a potential vulnerability is identified. These groups include, but are not limited to the following:

• Customers with communication difficulties (including learning difficulties and English not being their first language including a person who is a non-native English speaker and has difficulties communicating in this language, dyslexia);
• A customer with a reduction in physical or mental capacity;
• Being young (associated with less experience);
• Customer with health issues - illness, whether physical or mental illness, severe or long term;
• A sudden diagnosis of serious illness to the customer or close family member;
• Personal circumstances of the customer, factors such as financial difficulties, bereavement, caring responsibilities or redundancy;
• The customers age particularly older and younger people. For example, a younger person may be considered inexperienced and the older person may be less technologically able.
• Being ‘older old’ for example over 80, although this is not absolute (may be associated with Cognitive or dexterity impairment, sensory impairments such as hearing or sight, onset of Ill-health, not being comfortable with new technology)

As soon as ArcaPay thinks it may be engaging with a vulnerable individual, whether through its own identification or through you informing it, ArcaPay will:

• Immediately make a record of this and ensure we adhere to this policy;
• Provide additional opportunities for you to ask questions about the information we have provided;
• Continuously seek confirmation that you have understood the information that has been provided;
• Ask if there is anybody with you who can assist. If not, and we believe this will be beneficial, we will make arrangements to continue with the subject matter at another time;
• Offer you the opportunity to complete the transaction after a period of further consideration

ArcaPay will help an individual understand what alternative options are available to them.

If ArcaPay cannot help an individual, it will try to make sure that you understand what alternatives are available to you.

You are able to register as a vulnerable individual via:

Email – [email protected]

Telephone – +44 333 090 7685