Vulnerable Customers

Foreword

Repair Simply Limited is committed to delivering products and services that adhere to the highest standards at all times, with our Vulnerable Customer Policy forming a core part of our overall Customer Care Service.

Our Vulnerable Customer Policy

At Repair Simply Limited, we are dedicated to ensuring that our operations do not negatively impact vulnerable customers. All personnel are trained to understand the challenges that financial distress and other hardships can pose for individuals, and we take extra precautions in our interactions to provide fair and sensitive support.

Who Are Vulnerable Customers?

Vulnerable customers are individuals whose circumstances require us to take additional care in how we provide and recommend our services to ensure they are not disadvantaged in any way.

Identifying vulnerable customers over the phone can be challenging, as we cannot see visual cues like body language or facial expressions. For this reason, we focus on listening carefully to all customers to recognize potential signs of vulnerability.

Indicators of Vulnerability During Phone Conversations:

Difficulty hearing or understanding what is being discussed.
Repeated questions on similar points.
Responses that are inconsistent or indicate a lack of understanding.
Verbal confirmation that they need assistance in decision-making.
Language barriers.

Engaging with Vulnerable Customers

Engaging with vulnerable customers requires special attention, but it does not mean they are unsuitable for our services. When we believe a customer may be vulnerable, we follow these steps:

Provide additional opportunities for the customer to ask questions.
Regularly confirm understanding of the information provided.
Offer assistance by asking if someone can help them with decision-making.
Allow extra time for consideration and the option to revisit the discussion later.
Confirm language understanding to ensure the customer fully comprehends the service.

If at any point we feel the customer does not understand the service or information, we respectfully end the conversation and thank them for their time.

Understanding Mental Capacity

Mental capacity refers to a person’s ability to make informed decisions. This includes their ability to understand, remember, and evaluate information and communicate their decision. Limitations in mental capacity may arise from various factors, such as mental health conditions or impairments of brain function, either permanently or temporarily.

Recognizing Mental Capacity Limitations:

Mental health conditions.
Dementia or learning disabilities.
Developmental disorders or brain injuries.
Intoxication from alcohol or prescribed drugs.

It is crucial not to assume a lack of capacity based on these conditions alone. Instead, our approach should ensure fair and respectful treatment in each unique case. Our management team oversees any cases involving vulnerable customers.

Differentiating Mental Capacity from Financial Literacy

Mental capacity limitations differ from limitations in financial literacy. A mental capacity limitation arises from impairment in mind or brain function, whereas financial literacy limitations are often due to inadequate financial education or experience.

Both groups may face challenges in making informed decisions, so our Vulnerable Customer Policy applies equally to individuals with limited financial literacy and those with mental capacity concerns.

Encouraging Voluntary Disclosure

Before providing a product or service, we invite customers to disclose (voluntarily) any health or well-being issues that may impact their decision-making. This information is solely used to ensure a well-informed and supportive service.

If a customer discloses such information, we do not automatically deny them access to our services. Instead, we take reasonable steps to adjust our processes to treat the customer fairly and promote a positive outcome.

Other Types of Vulnerable Customers

In addition to mental capacity and financial literacy, other situations may indicate vulnerability, including:

Specific disabilities or learning conditions.
Deteriorating health or aging.
Changes in circumstances (financial, employment, bereavement, illness).
Financial hardship or challenging living conditions.

All personnel at Repair Simply Limited are trained in effective communication to handle vulnerable customers appropriately. Any vulnerabilities identified must be documented and communicated to our management team to ensure appropriate policy standards are applied.

Our Approach to Supporting Vulnerable Customers

To ensure we consistently provide high-quality support for vulnerable customers, we adhere to the following practices:

Effective Communication: We follow up verbal conversations with written confirmation wherever possible.
Additional Support:
- Extra time for customers to provide information or respond.
- Opportunity to seek independent advice.
- Referrals to support services (e.g., Citizens Advice Bureau, Department for Work and Pensions, Step Change).
Management Awareness: Our management team is informed of cases involving special needs.
Flexible Communication Options: Face-to-face meetings or family member involvement are encouraged where appropriate.
Documentation: We fully document findings, advice, and customer opinions.
Expert Consultation: Seek expert input when necessary.
Continuity of Care: Assign a consistent team member with the right skills to handle exceptional cases.
Ongoing Training: We invest in professional development to ensure our team remains aware and responsive to customer needs.

This Vulnerable Customer Policy reflects our commitment to treating all customers fairly and ensuring their unique needs are met with respect, empathy, and professional care.