Customer Wellbeing

We are dedicated to supporting all our clients, particularly those who may be experiencing vulnerability.

What is a Vulnerable Customer?

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm in the course of their trading activities. Vulnerability can be temporary or long-term and may affect anyone at different points in life. Four of the main causes of vulnerability are:

Health: Physical or mental health issues, illnesses, or addictions.

Life events: Significant situations like losing a loved one, losing a job, a relationship ending, or other major changes.

Resilience: Having limited financial or emotional ability to cope with unexpected challenges or setbacks.

Capability: Having limited knowledge, confidence, reading or computer skills, or ability to understand and manage financial products.

Signs of Vulnerability in Trading

Vulnerability in trading may show through behaviours that risk your financial, physical, emotional, or mental wellbeing. Examples include:

• Risking more funds than you can afford to lose.
• Using household essentials, funds, or borrowed money for trading.
• Making impulsive, hurried, or increasingly large trades to recover losses.
• Neglecting work, family, rest, exercise, or self-care to monitor trades.
• Experiencing anxiety, sleep issues, excessive stress, or using substances to cope.
• Preoccupation with past losses, negative self-talk, or linking self-worth to trading results.
• Concealing trading from family and friends or feeling unable to stop.
• Thoughts of self-harm or suicidal ideation related to trading losses.

If you are having thoughts of suicide or self-harm, contact the Samaritans immediately on 116 123 (free, 24/7) or visit samaritans.org.

Are You Experiencing Vulnerability?

Ask yourself:

• Am I putting my or my family’s financial stability at risk?
• Am I neglecting bills, living essentials or responsibilities?
• Am I struggling to understand the products, my risks, or the platform?
• Am I distracted from daily life or relationships by trading?
• Am I experiencing emotional distress or physical symptoms linked to trading?

If you answer yes to any of these, we encourage you to reach out.

How We Can Help

We aim to provide a supportive, non-judgemental environment and act in your best interests.

• Contact us to discuss your situation. We can arrange temporary or permanent account suspension at your request, with easy reactivation when appropriate.
• Our systems and staff may spot signs that you need extra support. If this happens, a team member will contact you to offer help, talk through options (such as placing limits on your account), and guide you to useful resources.
• In some cases, we may adjust our communications or provide additional explanations to you.

Contact our support team between 9:00 am and 5:00 pm

 info@mapepay.uk
+44 (0) 2038468807

Additional Resources and Support

Samaritans
Mind
National Debtline
StepChange
Citizens Advice
Age UK
BeGambleAware