Client Vulnerability

A vulnerable client is someone who, due to their personal circumstances, is especially susceptible to harm. Vulnerability may impact someone’s ability to engage with financial services and/or impede their judgement. All clients are at risk of becoming vulnerable dependent on their circumstances.

A number of different factors could contribute to a person becoming vulnerable. Four key drivers of vulnerability are:

• Health – health conditions or illnesses that affect someone’s ability to carry out day-to-day tasks. Addiction-related conditions such as gambling or compulsive behaviours.
• Life events – life events such as bereavement, job loss or relationship breakdown.
• Resilience – low ability to withstand financial or emotional shocks.
• Capability – low knowledge of financial matters or low confidence in managing
  money (financial capability). Low capability in other relevant areas such as literacy, or digital skills.

If you feel that you may be impacted by any of the factors that contribute to vulnerability. It is important that you let us know as soon as possible. Vulnerability is often imperceptible, and we rely on our clients making us aware of certain situations. If you wish to let us know about your situation, please contact our Customer Support Team via email, phone, or chat

OANDA Europe Limited has comprehensive policies and procedures in place for dealing with client vulnerability. Clients may become more or less vulnerable, and so have an increased or reduced risk of harm depending on their current environment. With this in mind, we review all instances of potential vulnerability on a case-by-case basis, taking into consideration the various aspects of a client’s unique situation.

When responding to potential vulnerability, OANDA Europe Limited will act to deliver good outcomes to clients and may take steps to monitor and support clients who have demonstrated characteristics of vulnerability. In some circumstances, we may take steps to restrict or close client accounts if we determine that a client is especially susceptible to harm.

You may wish to seek help from external parties. Some useful resources are listed below:

• Citizens Advice
• BeGambleAware
• StepChange – Debt charity
• Mind – Mental health
• AgeUK
• The Royal National Institute of Blind People (RNIB)
• Action on Hearing Loss (RNID)
• Samaritans