Vulnerable Customer Policy
Last updated 23 October 2026
MoneyFinder sells a one-off digital report with ready-to-send letters, after a free eligibility check. Some of our customers are under financial pressure or going through a hard time. This policy sets out how we make sure they are treated fairly. MoneyFinder is not authorised by the Financial Conduct Authority and does not give financial or debt advice, but we follow the same principles regulated firms do.
1. Who this covers
Anyone whose circumstances make them less able to look after their own interests. That includes illness or disability, bereavement, low literacy or confidence, and financial difficulty. It can be temporary or long-term.
2. How we spot it
From what you tell us when you email us, and from signs in your messages, such as confusion about the service, the payment or what happens next. You never have to explain your circumstances to use the service, but if you tell us, we will take it into account.
3. How we respond
- A person replies to every email within one working day, in plain English.
- We go at your pace and will explain by email as many times as you need.
- Where it helps, we point you to free, independent help: Citizens Advice, MoneyHelper, StepChange, or your council or HMRC directly.
4. No pressure to buy
- The eligibility check is free and needs no card details. You see what we found before you are asked to pay.
- The full report is one price, taken once. There is no subscription, renewal, trial or later charge.
- We use no countdown timers or false scarcity, and never promise a specific amount. The decision on any claim rests with the council, HMRC, the DWP or the company concerned.
5. Money
If you are in vulnerable circumstances and did not understand what you were paying for, tell us and we refund you in full. A payment taken in error is refunded at once.
6. Health information
We only use health or disability information if you tick a separate box giving your explicit consent, and you can withdraw it at any time. See our Privacy Policy.
7. Records and review
Each case is noted in our complaints register, or as a note against your check, with the adjustment we made. We review these every six months to look for patterns and change the site, wording or process where needed.
8. Contact
Email support@moneyfinder.org.uk.