Consumer Duty Statement

At Equisure, we are fully committed to the Financial Conduct Authority’s (FCA) Consumer Duty. This means we place our customers at the heart of everything we do and act to deliver good outcomes for all retail clients.

Our Commitment to You

We adhere to the FCA’s Consumer Principle:

“A firm must act to deliver good outcomes for retail customers.”

We demonstrate this commitment through the four Consumer Duty outcomes:

1. Products and Services

We only recommend products that are suitable for your individual needs, objectives, and circumstances.

Equity release is a specialist, later‑life financial product. Our advice process includes a full fact‑find and suitability assessment to ensure any recommendation is appropriate for you. We do not recommend products simply because they are available — suitability always comes first.

2. Price and Value

We ensure that the cost of our services and the products we recommend represent fair value.

• Our fees are clearly explained before advice is provided
• Any commission received from lenders is disclosed transparently
• We regularly review pricing to ensure it remains reasonable in relation to the service and outcomes delivered

Details of our fees are provided in our Initial Disclosure Document (IDD).

3. Consumer Understanding

Equity release can be complex. We are committed to ensuring you understand:

• How the product works
• The benefits and risks involved
• The long‑term implications for you and your estate

We communicate in plain English, avoid unnecessary jargon, and encourage you to:

• Ask questions
• Take time to consider your options
• Involve family members or trusted advisers if you wish

We will never pressure you into making a decision.

4. Consumer Support

We provide support throughout your journey — from initial enquiry through application and beyond.

Our approach is designed to ensure:

• You can contact us easily
• Your queries are handled promptly
• You receive appropriate ongoing support if your circumstances change

Vulnerable Customers

We recognise that later‑life lending often involves customers who may be in vulnerable circumstances, whether due to health, life events (such as bereavement), or financial capability.

We have a Vulnerable Customer Policy in place to ensure that:

• Our staff are trained to identify and support vulnerability
• We adapt our communication methods where needed (for example, large print, slower pace, or involving a third party with your consent)
• We act with additional care to prevent foreseeable harm

Your Feedback

If you feel we have not met the standards set out in this statement, or if there is anything we can do to better support you, we encourage you to let us know.

We regularly review our Consumer Duty performance to ensure we continue to act in your best interests and deliver good outcomes.

Regulatory Status

Equisure is authorised and regulated by the Financial Conduct Authority.

FCA Reference Number: 730866