Vulnerable Customers Statement

Who may be vulnerable

A vulnerable customer may be someone whose ability or circumstances mean extra care is needed in the way we explain, recommend or provide our services.

Vulnerability may relate to mental capacity, financial literacy, disability, bereavement, age, addiction, sudden changes in employment or family circumstances, domestic circumstances or other personal situations.

Our approach

• We will take reasonable steps to identify when a customer may need additional support.
• We will communicate clearly and allow extra time where needed.
• We will avoid assumptions and treat each customer according to their individual circumstances.
• We will involve management where vulnerability is known or suspected and support may be required.
• We will only record sensitive vulnerability information where appropriate and with consent where required.

Mental capacity

Mental capacity is decision-specific and can change over time. If we believe a customer may need additional support to understand, remember, weigh up or communicate a decision, we will consider reasonable adjustments to help the customer make an informed choice.

Financial literacy

Where a customer appears to have difficulty understanding the financial aspects of a repair plan, we will aim to explain costs, payment dates, cancellation rights and key exclusions in a clear and practical way.

How to tell us you need support

If you need extra support, or you are helping someone who does, please contact us and tell us what would help. This may include written communication, extra time to decide, involving a trusted third party or explaining information in a different format.