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Within the personal details section of the application there is a field where you are able to disclose details about a customer's personal circumstance. This question asks if the customer is vulnerable. Select “yes” if you believe the customer may be potentially or actually vulnerable as per the FCA’s Finalised Guidance on vulnerability.
What you'll see when applying:
If “yes” is selected a subsequent free entry text box will open, allowing you to inform us about their personal circumstances. Use this data point to disclose all the relevant information (eg, the impact of the vulnerability, let us know how they manage their finances, how Generation Home can adapt their services to meet their needs).