Vulnerable Customer Policy

MediMoney is a trading name of Carefin Solutions Limited and is committed to providing high quality services to all our customers. The purpose of this policy is to ensure that our business procedures do not have any negative impact upon vulnerable customers.
For the purposes of this policy vulnerable customers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell and provide our services to ensure that they are not disadvantaged in any way.
The Financial Conduct Authority (FCA) defines a vulnerable customer as "someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care."
The FCA expects firms like ourselves to treat customers fairly when we are dealing with people with vulnerable circumstances, to ensure good outcomes for our customers.
Our staff are trained to identify vulnerable customers so we can take extra steps to assist outside of our standard procedures. However, it is not always possible to recognize these characteristics. Therefore, if you believe you may fit the criteria for a vulnerable customer, please read this policy and notify us immediately of your particular needs.
We recognise that certain groups of customers may be vulnerable. Whilst not all customers in these groups may be vulnerable, we will consider a customer's individual circumstances where a potential vulnerability is identified.
These groups may include, but are not restricted to:
  • •Customers with communication difficulties (including learning difficulties and English not being their first language, dyslexia)
  • •A customer with a reduction in physical or mental capacity
  • •Customer with health issues - illness, whether physical or mental illness, severe or long term
  • •Personal circumstances of the customer – factors such as financial difficulties, bereavement, caring responsibilities or redundancy
  • •The customer's age particularly older and younger people. For example, a younger person may be considered inexperienced, and the older person may be less technologically able
  • •Diagnosis of serious illness to the customer or close family member.
As soon we think we may be engaging with a vulnerable customer, whether this is through our identification or you approaching us, we will:
  • •Immediately make a record of this and ensure we adhere to this policy
  • •Provide additional opportunities for you to ask questions about the information we have provided
  • •Continuously seek confirmation that you have understood the information that has been provided
  • •Ask if there is anybody with you who is able to assist. If not, and we believe this will be beneficial, we will make arrangements to continue with the subject matter at another time
  • •Offer you the opportunity to complete the transaction after a period of further consideration
  • •If we can't help a customer, we will try and make sure that they understand what alternative options are available to them. If you wish to register as a vulnerable customer, please notify us.
By phone: 0330 551 9949
By email: hello@medimoney.co.uk
By post: Carefin Solutions Limited trading as MediMoney, Coal House, 10 Dumfries Place, Cardiff CF10 3RJ

Policy Details

Last updated: 9th September 2025
Reference: VCPv409092025
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MediMoney is a trading name of Carefin Solutions Limited (FRN: 1039481), which is an Appointed Representative of Citrus Compliance, a trading name of Andrew Smith, who is authorised and regulated by the Financial Conduct Authority (FRN: 826675) for consumer credit activities. You can check the details of both firms on the Financial Services Register https://register.fca.org.uk/s/

We are a credit broker, not a lender. We will receive a commission from the finance provider for arranging finance for you but only if you decide to enter into an agreement with them. This may be a fixed amount or a percentage of the amount that you borrow. The interest rate and/or APR offered to you is not affected or influenced by the commission that we receive.

Finance is available to UK residents aged 18 or over, subject to status and affordability. Terms and Conditions apply.

Company Information
MediMoney is a trading name of Carefin Solutions Limited. Company No.16237051. Registered Address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ Data Protection Registration No: ZB893803.