Vulnerable Client Policy

Our Commitment

At TSP Wills & Estate Planning, we are committed to treating all clients fairly and with respect. We recognise that some clients may be in vulnerable circumstances and may require additional support when making decisions about their estate planning.

Our aim is to ensure that vulnerable clients are provided with clear information, appropriate support, and sufficient time to make informed decisions regarding their wills, trusts, and lasting powers of attorney.

What Is a Vulnerable Client?

A vulnerable client is someone who, due to their personal circumstances, may be more susceptible to harm, misunderstanding, or disadvantage when making financial or legal decisions.

Vulnerability may arise due to a range of factors, including but not limited to:
Health

• Physical disability or serious illness
• Mental health conditions
• Cognitive impairment or dementia
• Learning difficulties

Life Events

• Bereavement
• Relationship breakdown
• Caring responsibilities
• Loss of employment or financial stress

Capability

• Limited financial or legal knowledge
• Difficulty understanding complex information
• Language barriers

Age

Older clients or those experiencing age-related cognitive decline may require additional care to ensure their wishes are fully understood and documented appropriately.

How We Support Vulnerable Clients

TSP Wills & Estate Planning takes several steps to ensure vulnerable clients receive appropriate support, including:

Clear Communication

We provide information in clear, straightforward language and avoid unnecessary technical jargon wherever possible.

Additional Time

Clients are given sufficient time to consider their options and are never pressured into making decisions.

Involving Trusted Individuals

With the client’s consent, we may encourage the involvement of a trusted family member, friend, or professional adviser during discussions.

Flexible Meeting Options

Where appropriate, we can arrange meetings at a client’s home, remotely, or with additional support present.

Sensitivity and Respect

Our advisers are trained to approach sensitive situations with empathy and discretion.

Mental Capacity and Decision Making

When preparing wills or estate planning documents, it is essential that clients have the mental capacity to understand the decisions they are making.

Our advisers may ask questions to ensure that the client:

• Understands the nature and purpose of the document
• Is aware of the extent of their estate
• Understands who may benefit from their estate
• Is making decisions freely without undue influence

If we believe a client may lack capacity, we may recommend seeking medical confirmation before proceeding.

Protection Against Undue Influence

Estate planning decisions must be made freely and without pressure from third parties.

If we suspect that a client may be under pressure or influence from another person, we may:

• Request to speak with the client privately
• Pause the process until we are satisfied that the client’s wishes are their own
• Decline to proceed if concerns cannot be resolved

Staff Training

All staff involved in estate planning services are encouraged to recognise potential indicators of vulnerability and respond appropriately.

Our team is trained to:

• Identify signs of vulnerability
• Communicate clearly and sensitively
• Provide appropriate support to clients where needed

Confidentiality

Any information relating to a client’s vulnerability will be treated with strict confidentiality and handled in accordance with our privacy policies.

Continuous Improvement

We regularly review our policies and procedures to ensure we continue to meet best practice standards when supporting vulnerable clients.

Contact

If you would like to discuss any additional support requirements before meeting with us, please contact:

TSP Wills & Estate Planning

Email: hello@tsp-wealth.com
Telephone: 0203 758 9980