At MIMA Mortgage and Protection Advice, we have a responsibility to ensure that vulnerable customers receive the right support throughout their mortgage and protection applications. Everyone’s situation is different, and there’s no shame in needing a little extra support – we’re here to help, without judgment.

Vulnerability can affect anyone at any stage of life. The first step in providing support is being able to recognise vulnerability. During the mortgage journey, we do what we do best – getting to know you. This helps us recognise when extra support might be helpful and ensures we can tailor our approach to meet your needs.

We understand that the thought of getting a mortgage or insurance can be daunting, so we pride ourselves on actively listening, learning, and adapting to your needs. Every financial journey is unique, and we approach each case with patience, empathy, and care.

Vulnerability may be transient due to life’s circumstances. It is likely there will be times in all our lives when we have been vulnerable to making poor or rushed decisions due to health, bereavement or financial pressure. The time that vulnerability lasts and the impact it has is very individual.

Examples of customers who may potentially be vulnerable are:

• Health – living with a physical or mental health condition, disability, or illness – yours or a loved one
• Life changes – experiencing major life events, like bereavement, job loss, a new baby, adoption, relationship changes, or buying your first property
• Resilience – facing financial or emotional pressures, such as debt, low income, or past credit challenges
• Capability – feeling less confident with financial matters, literacy, or digital skills, or simply lacking experience in financial decisions

No matter your circumstances, we’ll take the time to listen, understand and guide you through the process every step of the way. Our goal is to make it as smooth as possible, because you deserve support that best fits you and your situation.