When you invest, your capital is at risk.

Vulnerable Customers

At Stake, we understand that some customers may be more vulnerable than others, and we take our responsibility to these customers very seriously. A vulnerable customer is defined as someone who, due to their personal circumstances, permanent or temporary, may be at a disadvantage when dealing with financial services providers.

Many situations can lead to a client becoming vulnerable, however, these can be broken into four key categories:

  • Health –  health conditions that affect ability to carry out day-to-day tasks e.g. mental or physical disabilities, illness, injury etc.
  • Life events – such as bereavement, job loss etc.
  • Resilience – low ability to withstand financial or emotional shocks such as low or unstable income, overindebtedness, unemployment etc.
  • Capabilities –  low knowledge of financial matters or low confidence in managing money (financial capability). Low capability in other relevant areas such as literacy or digital skills.

We are committed to treating vulnerable customers fairly and ensuring that they receive the same level of service as all our customers. We have policies and procedures in place to identify and support vulnerable customers, including but not limited to:

  • Training our staff to recognise and respond to signs of vulnerability.
  • Clear and accessible communication e.g. simple communication using plain English and avoiding technical or confusing language, offering a range of communication methods, such as telephone, email to suit your needs.
  • Monitoring and reviewing our practices to ensure that they remain effective and compliant with FCA regulations.

We are here to help! If you think you may be a vulnerable customer, please let us know so that we can provide the appropriate support and assistance. You can contact us by phone or email at support@hellostake.com.

You may also seek external support from the following organisations based on your circumstances:

We take the privacy and confidentiality of our customers very seriously, and we will only share information about your vulnerability with your permission, or if required by law.

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Stake is the trading name of Hellostake Limited, a company registered in England and Wales (Company no. 11676409). Hellostake Limited is authorised and regulated by the UK Financial Conduct Authority under the Firm Reference Number 830771. Registered address: 85 Great Portland Street, London, W1W 7LT, United Kingdom.

When you invest, your capital is at risk.

The value of your investments can go down as well as up and you may receive back less than your original investment. Any advice is of a general nature only. As investments carry risk, before making any investment decision, please consider if it’s right for you and seek appropriate independent taxation and legal advice. The information on our website or our mobile application is not intended to be an inducement, offer or solicitation to anyone in any jurisdiction in which Stake is not regulated or able to market its services.

At Stake, we’re focused on giving you a better investing experience but we don’t take into account your personal objectives, circumstances or financial needs. Please view ourTerms & Conditions,Privacy PolicyandDisclaimers before deciding to use or invest on Stake. By using the Stake website or service in any way, you agree to our Privacy Policy and Terms & Conditions. All financial products involve risk and you should ensure you understand the risks involved as certain financial products may not be suitable to everyone. Past performance of any product described on this website is not a reliable indication of future performance

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