VULNERABLE CUSTOMER POLICY
​
The purpose of this policy is to ensure that the operations of Homefix Protect Ltd. do not have any negative impact on vulnerable customers.
For the purposes of this policy, vulnerable customers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell and provide our services to ensure that they are not disadvantaged in any way.
What is a Vulnerable Customer?
The industry defines a vulnerable customer as:
“Someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”
As a company that offers warranty and protection services, we are committed to treating customers fairly, especially those with vulnerable circumstances.
Identifying a Vulnerable Customer
Our staff is extensively trained to identify vulnerable customers so we can take extra steps to assist beyond our standard procedures. However, it is not always possible to immediately recognize vulnerability characteristics.
If you believe you may fit the criteria for a vulnerable customer, please notify us of your particular needs.
Vulnerability Groups
We recognize that certain groups of customers may be vulnerable. While not all customers in these groups may be vulnerable, we will consider each customer’s individual circumstances where a potential vulnerability is identified. These groups may include, but are not limited to:
-
Customers with communication difficulties (e.g., learning difficulties, dyslexia, or those for whom English is not their first language).
-
Customers with reduced physical or mental capacity.
-
Customers with health issues, including serious or long-term illnesses (physical or mental).
-
Customers experiencing significant life changes, such as bereavement, redundancy, or financial difficulties.
-
Customers who are carers or who have caring responsibilities.
-
Customers facing age-related challenges, whether younger individuals who may lack experience or older customers who may be less technologically proficient.
Our Key Principles for Engaging with Vulnerable Customers
As soon as we identify or are made aware of a vulnerable customer, we will:
-
Record the Details: Immediately note the circumstances and ensure this policy is adhered to.
-
Provide Clear Information: Offer additional opportunities for the customer to ask questions and confirm their understanding of the information provided.
-
Adjust Communication Style: Use plain language and, where necessary, simplify complex information.
-
Offer Support: Ask if there is someone available to assist the customer. If not, we will offer to continue the discussion at a later time or through another channel.
-
Allow Time for Decisions: Provide customers with sufficient time to make decisions, allowing them to revisit conversations after further consideration if needed.
-
Explore Alternatives: If we are unable to assist directly, we will make every effort to explain other options or services available to the customer.
-
Ensure Privacy and Dignity: Handle all interactions with discretion and respect.
Additional Measures:
To further enhance the support for vulnerable customers, we commit to the following:
-
Training: Regularly update our team with comprehensive training on identifying and supporting vulnerable customers.
-
Accessibility: Ensure that our services, including our website and written materials, are accessible to those with disabilities or who require alternative formats (e.g., large print or audio).
-
Monitoring and Feedback: Regularly review cases involving vulnerable customers to improve our policies and practices.
To Register as a Vulnerable Customer
If you believe you fall under the criteria for a vulnerable customer, please contact us through one of the following channels:
-
Email: support@homefixprotect.co.uk
-
Phone: +44 (0) 152 791 0310
-
Post:
Homefix Protect Ltd.
Base Point, Bromsgrove Enterprise Park,
Isidore Road, Bromsgrove,
United Kingdom, B60 3ET