Customers at risk


LEGIER Beteiligungs mbH (hereinafter referred to as LEGIER) and its associated brands ScandicEstate, ScandicPay, ScandicTrust and ScandicTrade place great importance on the safety and wellbeing of its customers. Our aim is to ensure that all customers, especially those who are considered vulnerable due to personal circumstances, are adequately supported and protected.


What is a vulnerable customer?


A vulnerable customer is a person whose decision-making and engagement in financial services may be adversely affected by personal circumstances. These circumstances may mean that the potential adverse consequences for vulnerable customers are more severe than for other, non-vulnerable customers.


What factors can contribute to a customer's vulnerability?


  • Health: Physical or mental disabilities or illnesses that limit the ability to perform everyday tasks.
  • Life events: Significant events such as the loss of a loved one, job loss or the breakdown of a relationship.
  • Resilience: A low ability to cope with financial or emotional shocks.
  • Performance: Lack of knowledge in financial matters, low confidence in handling money or limited skills such as literacy or digital skills.


How can a hazard affect customers?


  • Technological restrictions: Older clients may find it difficult to use our investment platforms due to a lack of technical skills.
  • Mental performance: Limited mental capacities can lead to wrong decisions, especially with high-risk financial products.
  • Emotional decisions: Certain events or characteristics can lead to impulsive or emotionally driven investment decisions, such as:
    • A sudden diagnosis of a serious illness in the customer or a family member.
    • Financial emergencies.
    • Addiction-related health problems (e.g. gambling addiction or compulsive behavior).
    • Mental illnesses such as depression, anxiety or suicidal thoughts.

How does LEGIER and the brands associated with LEGIER support vulnerable customers?


If you believe that you are at risk, please inform us as soon as possible. As many of these features are not obviously recognizable, we rely on your openness. Please get in touch with us by opening a ticket via our customer service. To avoid delays, we ask that you do not create multiple tickets for the same issue. Our team will process your request promptly.


Steps we take in response to a customer's exposure


LEGIER has clearly defined policies and procedures for dealing with vulnerable customers. As each situation is unique, we take an individual approach based on the specific circumstances. Our general principles include:

  • Individual consideration: We adapt our communication and support to the needs of vulnerable customers.
  • Hazard as a condition: We recognize that exposure may be temporary and not all customers are affected equally.
  • Priority of well-being: The well-being of all people at risk is our priority. We treat each customer individually and according to their needs.
  • Monitoring and support: We check how the risk affects the use of our services and offer support if necessary.


If we cannot ensure that a vulnerable customer is treated fairly, we reserve the right not to enter into a business relationship. Subsequently disclosed information about vulnerability may also lead to exclusion from an existing relationship, particularly if it was not immediately apparent. Some vulnerabilities (e.g. age) are more obvious than others and we are not obliged to proactively seek out less visible vulnerabilities.


Where can you request further help?


Vulnerable customers can contact the following organizations for additional support:

  • Samaritan: Support for people with suicidal thoughts, depression or anxiety.
  • MoneyHelper: Financial advice at moneyhelper.org.uk.
  • Citizens' advice: General advice at bürgerberatung.de.
  • National Debt Helpline: Help with debts at nationale-schuldnerhilfe.de.
  • Step Change: Support with financial problems at stepchange.org.
  • Foundation for Mental Health: Resources at stiftung-psychische-gesundheit.de.
  • MIND: Mental health at mind.org.uk.
  • Alzheimer's Society: Support with dementia at deutsche-alzheimer.de.
  • Royal National Institute of Blind People (RNIB): Help for the visually impaired at rnib.org.uk.
  • Action on Hearing Loss (RNID): Support for hearing loss at rnid.org.uk.


At LEGIER, we strive to stand by our customers in every situation and provide them with the best possible support, because you as a customer are important to us and only together are we strong.