Vulnerability Statement

Supporting Our Customers: Our Approach to Vulnerability

At UnityLink, we recognise that anyone can experience circumstances that make them more vulnerable to harm and regardless of age, background, or financial experience. As a money remittance firm, many of our customers rely on us to send funds to family and loved ones, sometimes across borders and in urgent or emotionally difficult circumstances. We take our responsibility to support customers in vulnerable circumstances seriously, and we are committed to acting in line with the Financial Conduct Authority's (FCA) expectations on the fair treatment of vulnerable customers and the Consumer Duty.

What We Mean by Vulnerability

Vulnerability can affect any customer, at any time, and is often temporary. It can arise from:

• Health: physical or mental health conditions, or reduced mobility or cognitive capacity.
• Life events: bereavement, job loss, relationship breakdown, or being new to the UK.
• Resilience: low financial resilience, including limited savings or income shocks.
• Capability: low knowledge or confidence in managing financial matters, or limited English language proficiency.

We also recognise risks that are particularly relevant to money remittance customers, including the potential for financial coercion or exploitation when sending money on behalf of others, and the challenges faced by customers who are less familiar with UK financial systems.

What We Do

• Identify: We train our staff to recognise the signs that a customer may be in vulnerable circumstances, and to respond with empathy, patience, and without judgement.
• Support: We aim to offer flexible options for customers who need additional support, including alternative ways to communicate and additional time to make decisions.
• Protect: Where we have concerns that a customer may be sending money under pressure, coercion, or because of fraud, our staff are trained to ask sensitive questions and where appropriate, pause a transaction to protect the customer.
• Review: We regularly review our policies, staff training, and customer outcomes to ensure customers in vulnerable circumstances receive outcomes as good as those for any other customer.