Customer Vulnerability

1. Our approach

Anyone can find themselves in a vulnerable situation at some point in their life, for example because of a health condition, a life event such as bereavement or job loss, low resilience to financial shocks, or difficulty understanding or using digital financial services. Vonix is committed to recognising the needs of customers in vulnerable circumstances and to treating every customer fairly, with respect and without judgement.

2. What we do

• We design for clarity. We use plain language, show fees and rates before you confirm a transaction, and avoid jargon in the App and in our communications.
• We train our people. Support teams are trained to recognise signs of vulnerability, to listen, to adapt their communication and to escalate where additional care is needed.
• We adapt our service. Where you tell us about a need, we can, for example, communicate in a different format or channel, allow more time, provide step-by-step help, or add extra safeguards to your profile such as additional confirmations before certain transactions.
• We protect against harm. Our fraud and scam controls, transaction monitoring and security features are designed with vulnerable customers in mind, and we will never pressure you to complete a transaction.
• We review and improve. We monitor outcomes for customers who have told us about vulnerabilities and use that insight to improve our products and processes.

3. Tell us about your needs

You do not have to share anything you are not comfortable with. If you would like us to be aware of a circumstance that affects how you use Vonix, or if you need support in a particular way, you can tell us through the support section of the App or by email at support@getvonix.com. We will record only what is necessary to support you, keep it confidential and use it in accordance with our Privacy Policy. You can ask us to update or remove this information at any time.

4. Third-party representatives

If you would like a trusted person, such as a family member, carer or attorney, to help you with your Vonix profile, contact us so that we can explain the options available and the checks we need to carry out to keep your profile secure.

5. Scams and financial abuse

If you think you are being targeted by a scam, or that someone is pressuring you to send money or share your credentials, stop and contact us immediately. Vonix will never ask for your password, one-time code, full card number or private key. Our Security and Compliance page has more guidance on protecting your account.

6. Partners

Where a regulated product is provided by a Partner, the Partner has its own obligations to treat customers fairly. We work with our Partners to share relevant information, with your consent where required, so that your needs are taken into account across the products you use.

7. Feedback

If you feel we have not met this commitment, please tell us through our Complaints process so that we can put it right and learn from it.