Identifying abuse and protecting vulnerable clients

When attempting to identify whether abuse is taking place and protect a vulnerable client, it is important to stay calm and listen to what the client has to say, and avoid sounding shocked or angry. You should reassure the client that they are doing the right thing by telling someone what is happening. Avoid putting pressure on the client for information and do not judge them. Advisers must not promise to keep secrets or attempt to confront an abuser.

You should report the issue to the relevant person within your organisation. Write up a factual account of what the client told you as soon as possible.