Vulnerability and Life Challenges: Additional Support

  • Updated

At InvestEngine, we are committed to making sure every client can use our service confidently and comfortably, whatever their circumstances.

Some life events or personal circumstances can make it harder to manage your investments or engage with financial services. We are here to support you, whether these challenges are temporary or ongoing.

This page highlights the extra support available to customers experiencing vulnerability, and how to get in touch.

 

Vulnerability and personal circumstances

Vulnerability can arise in different ways and may affect how you interact with financial services or make decisions. If your circumstances make it harder for you to manage your account or engage with our service, you may benefit from additional support.

 

How we can help

We want every client to feel safe, supported and understood when using InvestEngine. If something is making it harder for you to manage your account, please get in touch:

  • Email support@investengine.com to let us know about your circumstances
  • Use the support options available in your InvestEngine account, including links in your dashboard to contact our team

 

You can choose how much information to share. Letting us know helps us understand how best to support you, but it is always optional. We will always:

  • Listen without judgement
  • Treat anything you share in confidence
  • Ask for your permission before recording any information about your situation
  • Use the information only to support you now and in the future

If you have already told us about a vulnerability and your circumstances change, you can contact us again at any time.

 

If you let us know you are facing any challenges, we may be able to:

  • Communicate in a way that feels easier, such as using simpler language or allowing you more time for decisions and responses
  • Help you navigate your account, reports, or decisions
  • Make a note of how you prefer to be contacted
  • Work with someone else if you have given permission for them to support you
  • Offer support proactively where appropriate, as our team is trained to recognise when additional support may be needed
  • Provide information in an easy-to-read format and alternative formats, such as printed materials, on request
  • Arrange phone-based support where this is a more suitable way for you to engage with us

When you may experience vulnerability

You can use the sections below to navigate common situations where vulnerability may arise and see the support available in each case.

 

Digital, language, or accessibility barriers

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You may find it harder to engage with our service if you have difficulty using digital platforms, understanding written information, or accessing online services.

How we can support you:

  • Clear, accessible information through our FAQs, in-account screens, and through Client Services contact
  • Reasonable adjustments to communication style and correspondence formats
  • Alternative ways of communicating with us, where appropriate

External support:

  • AbilityNet - free tech support for digital accessibility
  • RNIB - support for people with sight loss
  • RNID - information and guidance for hearing impairment

 

Health and wellbeing

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You may experience vulnerability if physical or mental health conditions affect your ability to manage your account, make decisions, or engage with financial information. This can include periods of stress, anxiety, depression, cognitive impairment, long-term illness, or experiences of abuse that affect your wellbeing, safety, or ability to manage finances.

How we can support you:

  • Clearer or simpler explanations
  • Extra time to respond or make decisions
  • Adjusted communication preferences
  • Alternative ways of communicating with us, where appropriate

External support:

  • Mind - information and support for mental health
  • Samaritans - emotional support if you are struggling to cope
  • SHOUT - 24/7 confidential text support
  • Mental Health & Money Advice - support where mental health and financial difficulties overlap
  • Refuge - specialist support for people experiencing domestic abuse

 

Financial difficulty

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You may be experiencing financial pressure, loss of income, debt, or unexpected costs, making it harder to manage your investments or stay on top of your finances. InvestEngine doesn’t provide financial advice, but we encourage you to consult an independent financial adviser for tailored guidance.

How we can support you:

  • Help navigating your account or understanding information
  • Adjusted communication where appropriate
  • Signposting to free, independent guidance. 

External support:

 

Bereavement

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If you have lost someone close to you, you may find it difficult to manage financial matters or engage with investment decisions during this difficult time.

How we can support you:

  • A dedicated, sensitive and patient approach in our communication
  • Practical help understanding next steps
  • Additional time for decisions and communication, where needed

External support:

 

Caring responsibilities and major life events

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You may experience vulnerability during significant life changes such as becoming a carer, relationship breakdown, job loss, relocation, or other major disruptions that affect your time, focus, or financial stability.

How we can support you:

  • Flexible communication
  • Help prioritising or understanding actions required
  • Adjustments to how we interact with you

External support:

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