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Vulnerable Customer Policy

At Uttoxeter Cycle Centre LTD, we are committed to providing exceptional customer service and ensuring the well-being of all our customers, including those who may be vulnerable. We understand that vulnerability can manifest in various forms and we strive to create an inclusive and supportive environment for everyone.

Definition of Vulnerability: 

a. Elderly individuals.
b. Customers with disabilities, including physical, sensory, cognitive, or mental health impairments.
c. Customers experiencing financial hardship or debt-related difficulties.
d. Customers with limited English proficiency or communication barriers.
e. Individuals identified as vulnerable by a recognised authority or social service agency.
 

Data protection and confidentiality:

a. Ensure that all personal information shared by vulnerable customers is handled in accordance with
data protection regulations and treated with strict confidentiality.
b. Obtain explicit consent from customers before sharing their information with external agencies or
organisations, unless legally required or in the customer’s best interest.

staff training & awareness:

We train our staff members to recognise and understand the signs of vulnerability in customers. Our employees are equipped with the necessary knowledge and skills to provide empathetic and considerate assistance to vulnerable customers. This includes understanding the features and terms of our finance options to effectively communicate and support customers in making informed decisions.

a. All employees will undergo regular training to recognise signs of vulnerability and understand the
appropriate actions to take.
b. Frontline staff will be trained to proactively identify vulnerable customers through attentive
observation and active listening.
c. Managers and supervisors will receive additional training to handle complex cases and provide
necessary support.

Privacy and Confidentiality: 

We respect and protect the privacy of all our customers, particularly vulnerable customers who may require additional sensitivity. Any personal information shared by customers will be handled with the utmost confidentiality and in accordance with applicable data protection laws and regulations.

Communication and accessibility: 

We aim to:

a. Provide clear and accessible communication channels, including easy-to-understand language and
alternative formats (such as large print or braille).
b. Offer translation or interpretation services for customers with limited English proficiency.
c. Ensure physical facilities are accessible to customers with mobility impairments.

Financial Considerations: 

When offering finance options, we take into account the potential vulnerability of our customers. We conduct responsible lending practices and ensure that all financial products are clearly explained, including interest rates, repayment terms, and any associated fees. Our staff will work closely with customers to assess their financial situations and provide appropriate guidance tailored to their needs and circumstances.

Support and Assistance: 

If a customer requires additional assistance or accommodations due to their vulnerability, we will do our best to meet their needs. This may include providing extra time, arranging for a private consultation space, or offering support through a trusted companion or advocate.

a. Designate a specific team or individual responsible for handling vulnerable customer inquiries and
providing personalised support.
b. Offer flexible appointment scheduling and extended time for vulnerable customers to discuss their
needs or make decisions.
c. Provide assistance with form filling, document submission, or navigating online platforms if
required.
d. Establish referral partnerships with external organisations or agencies to connect vulnerable
customers with additional support services.

complaints & Feedback:

a. Provide clear information to vulnerable customers on how to make complaints or provide
feedback, including multiple channels (such as phone, email, or in-person).
b. Designate a dedicated contact person to handle complaints related to vulnerable customers
promptly and sensitively.
c. Regularly review and analyse complaints to identify areas for improvement in the vulnerable
customer support process.

Disclaimer: 

While we strive to provide a safe and inclusive environment for all our customers, it is important to note that our staff members are not trained or qualified professionals in areas such as mental health or financial advice. We encourage customers with specific needs to consult appropriate experts or organizations for specialised assistance.

By implementing this Vulnerable Customer Policy, we aim to ensure that all customers feel valued, respected, and supported throughout their journey with us.