1. Introduction
Help.co.uk is committed to ensuring that customers in vulnerable circumstances are treated fairly and with empathy. The purpose of this policy is to ensure that the way in which we conduct our business does not negatively impact vulnerable customers.
A “vulnerable consumer” is someone whose personal circumstances place them at greater risk of harm if a business does not act with appropriate care. This may include challenges such as disability, illness, mental health difficulties, low income, language barriers, bereavement, or major life changes.
2. Identifying Vulnerable Consumers
It may not always be obvious when a customer is vulnerable. Staff should look for indicators such as difficulty understanding information, confusion, slow responses, or communication challenges. If a customer identifies themselves as needing extra support, this should be respected.
3. Dealing with Vulnerable Consumers
When Help.co.uk becomes aware that a customer may be vulnerable, staff should:
– Communicate clearly and patiently.
– Avoid jargon and check understanding frequently.
– Allow extra time for decisions and questions.
– Offer alternative communication methods or written information.
– Allow the involvement of a trusted third party where appropriate.
– Make respectful notes on the customer’s record regarding any support needs.
Mental capacity should be considered sensitively. If a customer appears unable to fully understand or weigh information, staff should provide additional support or involve an authorised representative if available.
4. Service & Product Governance
Help.co.uk will ensure that its services are accessible and suitable for customers with diverse needs. Communications and customer journeys will be designed to be inclusive and easy to understand.
5. Staff Training & Awareness
All staff will be trained to identify and support vulnerable customers and to follow this policy. Staff must work to ensure fair outcomes for all customers.
6. Record‑Keeping & Confidentiality
Any record of vulnerability will be kept confidential and only used to ensure consistent support. Help.co.uk will comply with all data‑protection requirements.
7. Review & Continuous Improvement
This policy will be reviewed regularly and updated as necessary. Help.co.uk encourages both customers and staff to provide feedback on how support for vulnerable customers can be improved.
