At Gemini, we are committed to treating all our customers fairly and with empathy, especially those who may be in vulnerable circumstances.

You may experience vulnerability at any stage in life. It can be temporary, long-term, or something that comes and goes. Whatever your situation, we’re here to support you and ensure you can continue using our services safely and confidently.

What is a vulnerable customer?

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm when using financial services.

This could include:

• Mental health challenges
• Physical health conditions or disabilities
• Bereavement or loss
• Financial hardship
• Domestic or economic abuse
• Low confidence or understanding of financial products
• Major life changes (e.g. job loss, divorce)
  
  

Vulnerability isn’t always visible — and you don’t need to tell us everything to get help.

How Gemini supports vulnerable customers

We take steps to ensure our products, communications, and services are accessible and supportive for all:

• We offer clear and simple explanations of our products and risks
  
  
• Our customer support team is trained to recognise signs of vulnerability and respond sensitively
  
  
• We can pause or restrict account activity if you’re at risk of financial harm
  
  
• We can provide extra time or tailored assistance where needed
  
  

If you’re going through something that’s affecting your ability to manage your account, you can let us know — confidentially — and we’ll do our best to support you. Contact support here.

Helpful UK Resources

If you’re facing challenges, these trusted organisations may also be able to help:

• Age UK - Information, friendship and advice to older people
• AtaLoss - Free live chat with a bereavement counsellor
• Carers UK - Support for unpaid carers for family or friends
• Cryptopedia - A platform, provided by Gemini, designed to facilitate the understanding of crypto by providing free, high-quality crypto education to the world
• GambleAware – a national gambling support network service
• Dan 24/7 - Support with drug and alcohol problems
• GOV.UK Career Advice team - The National Careers Service can help you make career decisions throughout your life
• Money Helper - Free, impartial financial guidance that’s backed by government
• NHS 111 - Health advice and reassurance
• Relate - Counselling and workshops on relationships and family issues
• Samaritans - A listening service that will give you space to talk through your feelings and help talk through any concerns.
• StepChange Debt Charity - Comprehensive debt advice for people in the UK

Let us know how we can help

You don’t have to face difficulties alone. If you’re experiencing something that’s making it harder to manage your account, we’re here to help — and we’ll treat your situation with respect, sensitivity, and privacy.

Reach out to us at Gemini Support

You can also ask someone to contact us on your behalf, if that’s easier

Supporting our customers is not just a policy — it's part of our duty. We're here to help you feel safe, supported, and in control.