Oriel Collections Ltd and its staff (Oriel) believe that we should treat all customers as individuals  especially where vulnerabilities are evident. Oriel is committed to ensuring that the FCA principles of Treating Customers Fairly (TCF) and Consumer Duty are applied in all areas of our day to day business activities. We are committed to avoiding foreseeable harm to all customers and vulnerable customers are by definition, more susceptible to this harm.

Oriel understands that vulnerability can affect people in their interactions with any market, not  just financial services. Detriment may be more likely to result when people have less familiarity  with the product or service they are buying, and when those products and services are more  complex. Financial services fall into both of those categories. Additionally, financial services can involve extended commitments, and the financial impact of decisions can be life changing. Poor advice and poor decisions can have long-term effects.

For these reasons Oriel trains all customer interacting staff to specialist levels in handling vulnerable customers and operates an extensive quality assurance monitoring programme.  This ensures that not only are individual customers treated fairly and respectfully, but collectively, vulnerable customers experience the same good outcomes as those without vulnerabilities.