Wellbeing

‍Your wellbeing matters to us

Trading can be rewarding, but it can also be demanding — financially, mentally and emotionally. At Mexem, we want every client to feel safe, respected and supported, whatever their circumstances.

This page explains what we mean by vulnerability, how to recognise the signs in yourself or someone close to you, what we will do to help, and where to find independent support.

‍What we mean by vulnerability:

A “vulnerable customer” is anyone whose personal circumstances mean they may be more at risk of harm — particularly if they don’t receive the right level of care. Vulnerability isn’t fixed. It can be temporary, occasional or long-term, and any of us can become vulnerable at some point in our lives.

The Financial Conduct Authority describes four broad drivers of vulnerability:

• Health — physical or mental health conditions, including stress, anxiety or depression.
• Life events — for example, bereavement, job loss, relationship breakdown, becoming a carer or moving home.
• Financial resilience — a low ability to absorb financial shocks, sudden changes in income, or rising costs.
• Capability — low knowledge or confidence with financial matters, language barriers, or limited digital skills.

Vulnerability and trading

Trading leveraged products such as CFDs, futures, options or forex can amplify both gains and losses. For some people, trading can also become a source of significant stress or compulsive behaviour. Signs that trading may be affecting your wellbeing can include:

• Risking money you can’t afford to lose, or money set aside for essentials such as rent, bills or food.
• Borrowing money, using credit, or selling assets to fund trades.
• Increasing trade size to recover previous losses (“chasing”).
• Hiding your trading activity from partners, family or friends.
• Losing sleep, missing meals, or neglecting work, family or self-care because of trading.
• Feeling anxious, low or hopeless after losing trades, or tying your self-worth to trading outcomes.
• Using alcohol, medication or other substances to cope with the pressure of trading.

 If you recognise any of these in yourself, you may want to pause and speak to someone you trust, or contact us or one of the organisations listed below:

‍A short self-check

Take a moment with these questions. If you answer “yes” to any of them, it may be a good time to take a break, talk to someone you trust, or contact our team.

Money

• Am I trading with money I cannot afford to lose?
• Have I gone into debt, or used credit cards or loans, to fund trades?
• Am I trading to recover losses rather than following my plan?

Mind and body

• Am I losing sleep, skipping meals, or feeling constantly anxious about my trades?
• Am I using alcohol, medication or other substances to cope?
• Am I having dark thoughts, including thoughts of harming myself, after losses?

Relationships and life

• Are people close to me worried about my trading?
• Am I hiding my trading from family or friends?
• Has a recent life event — bereavement, illness, divorce, job loss — changed how I trade?

‍If you are in immediate distress or having thoughts of suicide or self-harm, please call Samaritans on 116 123 (free, 24/7) or dial 999.

‍How Mexem will support you

Mexem has a Vulnerable Customer Policy aligned with the FCA’s expectations under FG21/1 and the Consumer Duty. In practice, this means:

• A trained team. Our staff are trained to listen, recognise signs of vulnerability and respond with care and discretion.
• Confidentiality. Anything you share with us is treated sensitively, recorded only where necessary to provide support, and handled in line with our Privacy Notice.
• Tailored support. Where appropriate, we can adjust how and when we communicate with you, slow things down, provide information in a different format, or involve a trusted contact you have nominated.
• Pausing or closing your account. If you would like to take a break from trading, we can help you arrange a temporary suspension or a permanent closure of your account. Where appropriate, we may also apply restrictions to certain products or features to help reduce risk.
• Signposting. We will point you towards independent organisations that can help — see the list further down this page. Our team may also direct you to this page where we believe it may be helpful.

Ongoing monitoring and support.

We monitor client outcomes and behaviours as part of our Consumer Duty obligations to identify indicators of potential harm. These may include sustained or significant losses, repeated attempts to recover losses by increasing trading activity, rapid increases in deposits, frequent short-term trading, repeated attempts to access complex products after failing appropriateness assessments, or signs of distress communicated to us.

Where appropriate, we may contact clients to offer support, provide additional risk information, direct them to relevant resources, or apply proportionate safeguards such as temporary restrictions on certain products or account features. We use these insights to continually improve our services, controls and client support.

Mexem does not provide financial, medical, legal or debt advice. For personal advice, please contact a regulated adviser or one of the organisations listed below.

Telling us about a vulnerability

You can let us know about a vulnerability — your own, or that of someone you care about — at any time. You don’t need to use the word “vulnerable”, and you don’t need to share more than you’re comfortable with. The earlier you tell us, the more we can do to help. Our team may also reach out if we identify signs that you may need additional support.

Email: support.uk@mexem.com |Compliance: compliance.uk@mexem.com

Phone: +44 1613941076

Post: Mexem Financial Services UK Limited, 1st Floor Gallery Court, 28 Arcadia Avenue, London N3 2FG.

Where to find independent support

The organisations below are independent of Mexem. They are widely recognised in the UK and offer free, confidential help.

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Mexem is not responsible for the content of external websites. The list above is provided for information only and does not constitute a recommendation of any particular service.

About this page

Mexem Financial Services UK Limited is authorised and regulated by the Financial Conduct Authority (FRN 1009371).  We place the fair treatment of customers — including those in vulnerable circumstances — at the centre of how we design our services, support our clients and monitor outcomes.

If you would like a copy of our Vulnerable Customer Policy or our Consumer Duty Policy, please contact compliance.uk@mexem.com.

Mexem Financial Services UK Limited | FCA FRN 1009371

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