Vulnerable Customers Policy

MF Financial is committed to providing a discreet, supportive, and fair service to all clients, including those who may be more vulnerable due to personal circumstances, financial pressures, or temporary life events. Our clients often have complex financial structures, high-value transactions, and demanding professional lives — but vulnerability can affect anyone, regardless of wealth, status, or experience.

This policy outlines how we identify, support, and protect vulnerable customers throughout the mortgage advisory process.



Our Commitment to Fair Treatment


We aim to ensure that every client — including vulnerable clients — receives:

  1. Clear, transparent, and jargon-free information

  2. Advice appropriate to their circumstances, risk profile, and financial capacity

  3. Additional time, support, and communication adjustments where needed

  4. A safe and non-pressured environment to make decisions

We follow the FCA’s principles for Vulnerable Customers and always act in the best interests of each client.



Identifying Vulnerability


A client may be vulnerable if they are experiencing circumstances that could affect their ability to make fully informed decisions or manage their financial commitments.

Common indicators include:

Health or Cognitive Difficulties

  1. Illness, mental health conditions, or reduced cognitive ability

  2. Stress or burnout (common among founders, executives, and high-pressure professions)

Life Events

  1. Bereavement, relationship breakdown, redundancy, major transitions

  2. International relocation or immigration-related complexities

Financial Pressures

  1. Significant changes in income or liquidity

  2. High exposure through multiple entities, investments, or bonus-led compensation

Limited Understanding

  1. Difficulties understanding complex lending structures

  2. Clients unfamiliar with the UK mortgage market (e.g., international buyers)

Vulnerability may be temporary or long-term, and clients are encouraged to disclose anything that may impact their ability to engage with the process. Any disclosure is handled discreetly and confidentially.



How We Support Vulnerable Clients


Where a client is identified as vulnerable, MF Financial will tailor the service to ensure their needs are met. This may include:

Enhanced Communication

  1. More time to review information

  2. Simplified explanations of complex structures or lending criteria

  3. Summaries provided in writing for clarity

Extra Care Around Decision-Making

  1. Confirming understanding at each stage

  2. Allowing pauses or delays in the process if needed

  3. Encouraging clients to involve a trusted third party if appropriate

Adjusting Advisory Approach

  1. Breaking down multi-entity or high-value structures clearly

  2. Ensuring risk warnings and obligations are fully understood

  3. Avoiding assumptions about financial sophistication



Confidentiality and Discretion


We provide a private, concierge-style service for clients with significant assets and responsibilities.

Any information relating to vulnerability is:

  1. Treated in strict confidence

  2. Only shared internally when necessary to support the client

  3. Never disclosed to lenders without the client’s consent (unless legally required)



Staff Training and Responsibility


All advisers representing MF Financial are trained to:

  1. Recognise indicators of vulnerability

  2. Adapt communication and advisory processes

  3. Escalate concerns appropriately

  4. Ensure fair outcomes for all clients

Professional judgement, sensitivity, and discretion are core to our service.



When We May Not Proceed


If we believe a client does not fully understand the implications of a mortgage recommendation — even after enhanced support — we may decide it is not in their best interest to proceed.

In such cases, we will:

  1. Clearly explain the concern

  2. Offer alternative guidance or additional time

  3. Encourage the involvement of a trusted adviser or family member

Our priority is always responsible lending and client protection.



Ongoing Review


MF Financial regularly reviews this policy to ensure it remains aligned with FCA expectations and best practices in private mortgage advisory.



Contact Us


If you require additional support or wish to discuss any circumstances that may affect your ability to engage with the mortgage process, please contact:

MF Financial Ltd

Email: es.salh@mortgagefnd.co.uk

Phone: 020 3151 0813

We are here to help, discreetly and without judgement.