Vulnerable Customer Policy

Effective Date: December 23, 2024

Review Date: December 23, 2025

Training Frequency: Twice a year

1. Purpose

This policy outlines Cheshire Cycles’ commitment to treating vulnerable customers with care, dignity, and understanding. We aim to create an environment where individuals with additional needs—including physical, financial, or mental health challenges—can feel supported. Through staff training, structured processes, and a culture of empathy, we ensure our team is equipped to meet these needs effectively.

2. What is a Vulnerable Customer?

Vulnerable customers are individuals whose personal circumstances may make them more susceptible to risks or disadvantages when accessing our services or products. These vulnerabilities can be temporary or long-term and might arise from:

  • Health-related factors: Disabilities, long-term illnesses, mental health issues, or cognitive impairments.
  • Financial challenges: Experiencing financial hardship, job loss, or significant debt.
  • Major life events: Events such as bereavement, family issues, or other traumatic situations.
  • Limited comprehension: Low literacy, language barriers, or difficulties understanding complex information.

3. Commitment Statement

Cheshire Cycles pledges to identify and assist vulnerable customers with consistency and compassion. Our staff will:

  • Be alert to signs indicating vulnerability.
  • Engage with customers using clarity, patience, and respect.
  • Provide tailored support, including alternative communication methods.
  • Ensure privacy and maintain customer confidentiality.
  • Escalate complex situations to supervisors or specialists as necessary.

4. Recognizing and Supporting Vulnerability

Our team should actively look for indicators of vulnerability, such as:

  • Challenges in understanding product or service details.
  • Frequent requests for additional clarification.
  • Signs of confusion, distress, or frustration.
  • A sense of urgency or stress in decision-making.

When engaging with vulnerable customers, staff should:

  • Use straightforward, accessible language to communicate.
  • Provide written materials so customers can review information later.
  • Avoid pressuring for immediate decisions.
  • Ask open-ended questions to gauge understanding and clarify when needed.

5. Responsibilities

  • Staff: Follow the policy, be vigilant for signs of vulnerability, and treat customers with respect.
  • Managers and Supervisors: Provide guidance and additional support for staff and assist with complex customer situations.
  • Customer Service Team: Monitor interactions for quality, ensure compliance with privacy standards, and maintain proper records.

6. Training

To support vulnerable customers effectively, Cheshire Cycles will provide:

  • Frequency: Training sessions twice yearly for all customer-facing staff.
  • Content: Topics include recognizing vulnerability, effective communication strategies, policy guidelines, and escalation procedures.
  • Format: Training will be delivered through workshops, online courses, and practical exercises.

7. Handling Complex Cases

When staff are unable to address a vulnerable customer’s needs adequately, they should escalate the matter to a manager or designated support staff. This is especially important for cases involving financial challenges, emotional distress, or specialized requests requiring expert knowledge.

8. Review and Feedback

We will regularly assess the effectiveness of this policy to ensure it meets the needs of vulnerable customers and complies with relevant regulations. Feedback from staff and changes in legislation or practices will guide updates to the policy.

Review Schedule: This policy will be reviewed annually or sooner if required by regulatory changes.

Policy Approval:

Mike Carlin, Owner

Date: December 24, 2024