Customers / Consumers in Vulnerable Circumstances
The definition of consumer in vulnerable circumstances “means a consumer that is a natural person and whose individual circumstances make that consumer especially susceptible to harm, particularly where a regulated entity is not acting with the appropriate levels of care, and ‘vulnerable circumstances’ shall be construed accordingly”.
A vulnerable customer is someone who, because of their personal circumstances, may be more vulnerable to challenges, requiring First Citizen Finance to offer an enhanced and focused level of support.
Vulnerability can manifest differently in different circumstances and can occur at any time. It can be temporary or permanent. First Citizen Finance customers may find themselves in a vulnerable position for a range of reasons, some of which maybe as follows:
- Serious illness / bereavement
- Disability which requires additional or alternative supports
- Hearing-impaired, vision- impaired, English not first language, poor literacy.
Our Support Services
Please do not hesitate to inform First Citizen Finance if you require additional support. First Citizen Finance have a dedicated customer/consumer in vulnerable circumstances team in place to support you.
Nominate a Support Person
A customer/consumer can appoint a third party who can discuss their agreement on their behalf. This is subject to the signing of an authorisation letter by the customer.
Trusted Contact Person
A Trusted Contact Person (TCP) for is a nominated individual (friend/family) authorized to assist if you cannot be reached or if financial abuse/fraud is suspected. Under Central Bank rules (2026), they offer protection for vulnerable customers but cannot make financial decisions or manage accounts.
Ways to Contact First Citizen Finance
Phone - 01 8846700 – press 3
Email - info@firstcitizen.ie
