Vulnerable Customer Policy

Definition of vulnerable customers:

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

Identification and training:

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

Communication and accessibility:

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

Support and assistance:

• Designate a specific team or individual responsible for handling vulnerable customer inquiries and providing personalized support.
• Offer flexible appointment scheduling and extended time for vulnerable customers to discuss their needs or make decisions.
• Provide assistance with form filling, document submission, or navigating online platforms if required.

• Establish referral partnerships with external organizations or agencies to connect vulnerable customers with additional support services.

Data protection and confidentiality:

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

Complaints and feedback:

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

Staff training and awareness:

• Conduct regular training sessions to raise awareness among employees about vulnerability issues, empathy, and understanding.
• Provide ongoing support and resources to employees to ensure they can effectively implement the vulnerable customer policy.

• Foster a culture of respect, inclusivity, and non-discrimination throughout the organization.