Vulnerable Customer Statement

Vulnerable Customer Statement

ExePay Limited is authorised and regulated by the Financial Conduct Authority (FCA) as an electronic money institution (EMI). We are committed to delivering fair, transparent, and inclusive financial services to all our customers. Supporting vulnerable customers is a core part of our duty to ensure positive outcomes and meet the FCA’s Consumer Duty standards.

Understanding Vulnerability

Vulnerability can affect anyone, at any stage of life, and under a variety of circumstances. We recognise that in such situations, you may require additional support beyond our standard services. Our goal is to ensure that all customers—regardless of personal challenges—are treated fairly and with sensitivity to their individual needs. A vulnerable customer is someone who, due to personal circumstances, may be more susceptible to harm, particularly when firms do not apply appropriate care. Common causes of vulnerability include:

• Health – Physical or mental health conditions, cognitive impairments
• Life Events – Bereavement, job loss, relationship breakdown, domestic abuse
• Financial Resilience – Low income, over-indebtedness
• Capability – Limited financial understanding, digital exclusion, language barriers These factors can impact a person’s ability to make decisions, manage finances, or advocate for their interests.

Our Commitment to Vulnerable Customers

We integrate the fair treatment of vulnerable customers throughout the entire customer journey. This includes:

• Identifying Needs – During onboarding and throughout our relationship, we aim to understand and respond to signs of vulnerability.
• Tailored Support – Where needs are identified, we offer customised assistance and clearly communicate the support options available.
• Proactive Care – We ask ourselves what risks or disadvantages a customer may face and how our actions can reduce potential harm. We acknowledge that vulnerability is not fixed—customers may become more or less vulnerable over time. Our approach adapts accordingly.

Escalation and Support Services

For customers needing additional support, we provide:

• A trained customer care team to handle sensitive and complex issues
• Escalation routes to senior staff for urgent cases
• Referrals to external organisations, such as financial counsellors, mental health services, or Citizens Advice

Ongoing Monitoring and Improvement

We continually evaluate and improve our support for vulnerable customers through:

• Regular staff training on identifying and addressing vulnerability
• Reviewing feedback and complaints to spot improvement opportunities
• Staying aligned with evolving FCA guidance and industry best practices

Staff Training and Culture

All ExePay staff receive training on recognising and supporting vulnerable individuals. This training is embedded into our company culture to ensure awareness and empathy at every level of service.

Contact Us

If you are experiencing vulnerability or would like to discuss your circumstances, we’re here to help. Please contact us at: corporate@exepay.co.uk