Supporting you in vulnerable circumstances

What does ‘vulnerable’ mean?

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm, particularly if a firm isn’t acting with appropriate care. 

Vulnerability can sometimes develop gradually, rather than at a defined point in time. You might not notice subtle changes, so our teams are also on the lookout for unusual patterns in trading behaviour that may indicate vulnerability. 

Vulnerability could relate to:  

• Health – including physical or mental health challenges
• Life events – such as bereavement, job changes, or major personal transitions
• Financial pressure – changes in income, debt, or financial uncertainty
• Confidence or experience – feeling less certain about financial products or risks

In these situations, you may find it harder to process information, assess risk, and make decisions.

Quick self-check

It may be worth stopping to reflect if any of these feel familiar:

• You're trading more than you planned, or taking more risk than usual
• You're placing trades impulsively, or reacting quickly without your usual checks
• You feel pressure to recover losses quickly
• You're using money intended for everyday expenses or other commitments
• You find it hard to step away, or you’re constantly checking positions
• Trading outcomes are affecting your mood, stress levels, routine, or relationships

If any of these feel familiar, it may be a good time to pause.  

I’m vulnerable, what can I do now?

If you feel that trading is affecting you, or your situation has changed, you can take steps to reduce risk and get support.  

If you tell us you’re vulnerable

If you let us know that you’re in a vulnerable situation, you can:

• Request a temporary or permanent suspension of your account
• Ask for support to direct you to helpful resources
• Take time away from live trading, and return when you feel ready

If you choose a temporary suspension, you can request to reactivate your account at a time that suits you.

If we think you may be vulnerable

You don’t always need to tell us for concerns to be raised. If one of our support team or account managers identifies behaviour that may indicate vulnerability, they may contact you to highlight this and talk through next steps.

Depending on the situation, you may be encouraged to:

• Take a break from trading
• Reduce or pause your activity
• Practise on a demo account instead of trading on live markets
• Review support resources that may help

In some cases we may take the decision to temporarily or permanently close your account. These steps are designed to help reduce the risk and harm and give you space to make decisions that feel right for you.  

Getting in touch with us

If you’d like to speak with someone at Pepperstone, you’re welcome to get in touch.  

Our team can help by:

• Answering questions about your account or our products
• Explaining information more clearly if something is unclear
• Assisting with practical, account-related requests

Account support is available 24 hours a day on weekdays and 18 hours a day at weekends. You can reach us on (freephone)  0800 046 5473 or alternatively you can drop us an email at support@pepperstone.com. 

Getting professional support

Trading can feel demanding at times. Speaking to a qualified professional can help you step back, get clarity, and regain a sense of balance.  

Support is available from a range of organisations, depending on what you’re experiencing: 

• Confidential helplines

In the UK, organisations such as Mind and Samaritans provide free and confidential support.  

• Support for trading-related behaviours

Organisations such as GamCare and Gordon Moody can offer guidance and practical support in building healthier habits.