Supporting Customers in Vulnerable Circumstances
JC Mortgages supports
| At JC Mortgages, we want our services to be accessible and straightforward for everyone. |
Sometimes personal circumstances can make dealing with a mortgage, insurance, pension or investment process more difficult. This may be temporary or ongoing, and you do not need to consider yourself a “vulnerable customer” to ask us for help.
As a firm regulated by the Central Bank of Ireland, we have obligations under the Consumer Protection Code to identify where customers may need additional assistance and to provide appropriate support.
When might additional support help?
You may find additional support helpful if, for example, you:
| Are dealing with illness, bereavement, separation or another significant life event | Have difficulty using online or digital services | ||
| Have a disability or accessibility requirement | Would benefit from additional time to understand or make a decision | ||
| Have difficulty hearing, seeing, reading or understanding information | Are concerned that someone may be putting pressure on you in relation to your finances | ||
| Find financial terminology or documentation difficult to understand | Simply feel that you need some additional help when dealing with us |
This is not an exhaustive list. Everyone’s circumstances are different.
How we can support you
Please tell us what would make dealing with JC Mortgages easier for you. Depending on your needs, we may be able to:
- explain information more slowly or in plain language;
- provide important information in writing;
- give you additional time to consider information or make a decision;
- assist you with our digital processes or discuss an alternative method where available;
- communicate with you through a preferred or more appropriate channel;
- allow someone you trust to attend a call or meeting with you, subject to the appropriate permissions; or
- arrange further support from an appropriate member of our team.
As part of our communications with customers, we ask:
| “Do you have any communication preferences, accessibility requirements or additional support needs that would help you when dealing with us?” |
We ask this so that we can provide our services appropriately and meet our customer-support obligations under the Central Bank of Ireland’s Consumer Protection Code.
You do not need to give us unnecessary personal or medical information. Where it may be helpful to record sensitive information so that you do not have to repeatedly explain your circumstances, we will explain what we propose to record and how it will be used and follow the appropriate consent process.
Your circumstances can change
A mortgage journey can take a number of months and circumstances sometimes change.
We may therefore check in with you at appropriate stages to ask whether anything has changed that could affect your application or the support you need from us.
If nothing has changed, there is nothing further you need to do.
Trusted Contact Person
You may also be able to nominate a Trusted Contact Person.
This is someone JC Mortgages may contact in certain circumstances, for example where we have serious difficulty communicating with you or have concerns about possible financial abuse.
A Trusted Contact Person does not have authority to make financial decisions on your behalf simply because they have been nominated.
Concerned about financial abuse or pressure?
If you feel that somebody is pressuring you to make a financial decision, take out borrowing, transfer money or property, or act in a way that is not in accordance with your wishes, please tell us.
We will treat your concerns seriously and sensitively.
Talk to us
You do not need to wait for us to ask.
If there is anything we can do to make dealing with JC Mortgages easier, please let your adviser or a member of our team know.
JC Mortgages Limited
Phone: 01 810 2032
Email: info@jcmortgages.ie
JC Mortgages Limited is authorised and regulated by the Central Bank of Ireland.