Support for Vulnerable Clients
At TIOmarkets, we understand that some clients may need additional support due to personal circumstances, health concerns, financial pressure, major life events, or changes in their ability to make informed decisions.
Do you need additional help?
Trading leveraged products involves risk and may not be suitable for everyone. During periods of stress, uncertainty, or personal difficulty, it can become harder to assess risk clearly or make calm financial decisions.
If your circumstances are affecting how you trade or manage your account, we encourage you to contact us. Our aim is to treat clients fairly, provide clear information, and help you make decisions that are appropriate for your situation.
What is client vulnerability?
Client vulnerability refers to situations where a person’s circumstances may make them more likely to experience financial harm, misunderstand information, or make decisions under pressure.
This can be temporary or long-term. It may relate to:
- ✓Health or mental wellbeing
- ✓Financial difficulty or reduced financial resilience
- ✓Bereavement, redundancy, divorce, or other major life events
- ✓Communication, language, or accessibility needs
- ✓Limited experience with trading or online financial services
- ✓Pressure from another person to open, fund, or use an account
Being vulnerable does not automatically mean you cannot trade. However, it may mean you need clearer information, more time to make decisions, or additional support.
Why this matters when trading
CFDs and other leveraged products can move quickly, and losses can happen rapidly. If you are under stress, facing financial difficulty, or trading emotionally, the risk of poor outcomes may increase.
You should consider whether trading is appropriate if you are:
- ✓Using money you cannot afford to lose
- ✓Trading to recover previous losses
- ✓Depositing repeatedly under pressure
- ✓Finding it difficult to stop trading
- ✓Unsure how leverage, margin, or trading risk works
Trading should not be viewed as a way to solve financial problems, repay debt, or guarantee income.
How TIOmarkets can support you
If you tell us that you may be vulnerable, we will try to understand your circumstances and provide reasonable support where appropriate.
This may include:
- ✓Explaining information more clearly
- ✓Giving you more time to consider your options
- ✓Helping you understand withdrawals or account processes
- ✓Reviewing your account situation where appropriate
- ✓Escalating your case internally if additional support is needed
In some cases, we may ask additional questions so we can better understand how to support you. Any action we take will depend on your circumstances, account activity, and applicable requirements.
When to contact us
You should contact us if you feel that your personal circumstances are affecting your ability to trade, manage your account, or understand the risks involved.
This may include situations where you are experiencing financial difficulty, emotional distress, health issues, pressure from another person, or concerns about your trading behaviour.
You do not need to share more personal information than you are comfortable with. However, explaining your situation clearly can help us provide more appropriate support.
Important risk reminder
Trading CFDs and other leveraged products involves significant risk and may not be suitable for all investors. You should consider whether you understand how these products work and whether you can afford to take the risk of losing your money.
If you are unsure whether trading is appropriate for your current circumstances, you may wish to pause and seek independent guidance before continuing.
FAQs
What does client vulnerability mean?
Client vulnerability means that a person’s circumstances may affect their ability to make informed decisions, understand information, manage risk, or avoid financial harm.
What should I do if trading is affecting my wellbeing?
You should consider pausing your trading activity and contacting us. If you feel unable to control your trading behaviour or are under significant stress, it may also be appropriate to seek independent professional support.
Can TIOmarkets help me withdraw my funds?
Yes. If you no longer wish to trade or feel trading is not suitable for your current circumstances, you can contact our support team for help with withdrawals.
Can TIOmarkets restrict my account?
In some cases, we may take reasonable steps if we believe there is a risk of harm, misuse, or inappropriate account activity. This will depend on the circumstances and applicable requirements.
Who should I contact if I need help?
You can contact TIOmarkets through live chat or email. When contacting us, let us know that your enquiry relates to client vulnerability or personal circumstances so it can be handled appropriately.