Vulnerable Persons Policy

Last updated: March 2026

1. Introduction & Policy Statement

TrustJar is committed to ensuring that all our clients, particularly those who may be vulnerable, are treated fairly, with respect, and receive the highest standard of care. We recognise that vulnerability can take many forms and can be temporary, sporadic, or permanent.

Policy Statement: Our policy is to identify, support, and protect vulnerable persons who interact with our services. We aim to ensure that vulnerable clients are not disadvantaged and that they fully understand the services and advice provided to them, enabling them to make informed decisions about their estate planning.

Who the policy applies to: This policy applies to all employees, contractors, consultants, and partners working on behalf of TrustJar.

2. Vulnerable Groups Identified

A vulnerable consumer is someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care. We have identified the following groups as potentially vulnerable:

Elderly: Specifically defined for the purposes of this policy as individuals aged 70 and over, who may require additional time or support to understand complex legal documents.
Those with Illness: Individuals suffering from physical or mental health conditions, including cognitive impairments such as dementia.
Low Income / Financial Difficulty: Individuals experiencing severe financial stress or those on very low incomes.
Unemployed: Individuals currently without employment who may be facing financial or emotional distress.
Non-English Speakers: Individuals whose first language is not English and who may struggle to understand legal terminology.
No Formal Qualifications: Individuals who may have lower levels of literacy or numeracy.
Young Persons: Individuals under the age of 18 (though generally not applicable for will writing, relevant for certain trust arrangements).
Recently Bereaved: Individuals who have recently lost a loved one and may be experiencing emotional distress.

3. Governance, Training & Monitoring

Governance & Audit

The management team at TrustJar is responsible for the implementation and ongoing review of this policy. Regular audits are conducted to ensure that our procedures for identifying and supporting vulnerable clients are effective and consistently applied.

Training Requirements

All staff receive mandatory training on how to identify signs of vulnerability and how to adapt their communication and service delivery accordingly. This training is updated annually to reflect best practices and regulatory changes.

Monitoring Compliance

We monitor compliance through regular file reviews, client feedback, and staff assessments. Any interactions with clients identified as vulnerable are subject to additional scrutiny to ensure appropriate care was taken.

4. Breaches, Definitions & Contact

Breaches & Consequences

Failure to comply with this policy is taken very seriously. Breaches may result in disciplinary action, up to and including termination of employment or contract.
If a client has suffered detriment due to a breach, we will take immediate steps to rectify the situation.

Definitions

Detriment: Any financial loss, emotional distress, or negative outcome resulting from our services.
Capacity: The ability of a client to understand the information relevant to a decision and to appreciate the reasonably foreseeable consequences of a decision or lack of a decision.

Contact Information

If you have any questions about this policy, or if you believe you or someone you know requires additional support, please contact our Compliance Officer at compliance@trustjar.co.uk