Effective Date: 1 December 2025
Introduction
At Privat 3 Money Ltd, we are authorised and regulated by the Financial Conduct Authority (FCA) and are fully committed to the FCA’s Consumer Duty. This means we must act to deliver good outcomes for our retail customers and micro-enterprises.
In practical terms this means we will:
1. Design products and services that meet your needs
- We only design and distribute products where we reasonably believe they meet the needs, characteristics and objectives of our target customers.
- We regularly review our products and distribution channels to check they are still appropriate and delivering the outcomes we expect.
2. Offer fair value
- We assess our fees and charges in the round to ensure that the price you pay is reasonable compared to the benefit you receive.
- We consider market rates, our own costs and the overall quality of service when assessing value.
3. Communicate clearly
- We aim to use clear and straightforward language in our communications.
- We highlight key features, risks and important actions so that you can make informed decisions.
- We welcome feedback where our communications are not clear or easy to understand.
4. Provide the support you need
- We offer multiple channels to contact us (such as email, phone and other digital routes).
- We strive to resolve your queries quickly and fairly, and we monitor service levels and complaints to identify areas where we can improve.
Supporting vulnerable Customers
We understand that anyone can become vulnerable – temporarily or permanently – due to health, life events, financial resilience or capability. Where you tell us, or we reasonably identify, that you may be in a vulnerable situation, we will:
- Treat this information sensitively and confidentially;
- Take it into account when providing our services; and
- Offer reasonable adjustments where needed (for example, more time to make decisions, alternative communication formats, or additional explanations).
We may ask questions about vulnerability during onboarding, periodic reviews and customer surveys to help us understand whether you need extra support. These questions are optional and are asked so that we can better tailor our service to you.
Accessibility and our digital services
We are working to ensure that our customer-facing systems and communications are accessible, including for customers using screen readers or other assistive technologies. We also monitor developments such as the European Accessibility Act to keep improving our accessibility standards.
Our suppliers and partners
Where we work with suppliers and partners whose services impact our customers, we expect them to support our Consumer Duty and vulnerable customer standards. We consider these requirements when we select and review our suppliers.
Talk to us
If you believe you are in a vulnerable situation or need additional support, please let us know as early as possible so we can discuss how best to help you.
support@privat3money.com or Tel: +44 208 175 4025