Vulnerable Customer Doc

Purpose

As an organisation we are committed to a conscious approach maintaining dignity, integrity, equality and diversity amongst our customers and members of staff. Verdi Home Improvements aims to work within a fair and reasonable manner as outlined within this policy documentation.

Definition

Verdi Home Improvements considers any customer who, due to their personal circumstances, is especially susceptible to harm, be it on a physical or emotional level and in particular when an organisation is not acting with an appropriate level of care, to be vulnerable as defined by the Financial Conduct Authority (FCA).

Verdi Home Improvements aims to acknowledge the individual situation of each customer and acknowledge that each customer has the right to be treated fairly and equally whilst appreciating the varying needs of each person.

Identification

We are aware that customers who appear to our staff members as vulnerable may not consider themselves as such and thus value their independence. However, it is important to consider the risk to both our team and the customer. Therefore, any customer who is identified as staff as vulnerable will be added to the ‘Vulnerable Customer Documentation’ immediately.

The following indicators will be used to identify a vulnerable customer:

– The presentation or disclosure of any health issues with particular attention to brain degenerative illnesses. An inability to confident and clearly recall historic events, conversations or disclosures

– A clear indication of low financial ability or resilience; admissions of financial struggles or redundancy

– Difficulties communicating effectively; sharing thoughts, questions and decisions

– An inability to evaluate the different options available

NB: Additional care and consideration will be offered to customers who are experiencing major life events such as bereavement, divorce, redundancy. This will include the offer of including a trusted friend or family member within the appointment.

Our Guidance

No member of staff will make promises of confidentiality in the circumstances that the customer is disclosing thoughts or acts of harm to themselves or others.

Any customers identified as vulnerable will be added to the ‘Vulnerable Customer Documentation’ and will be immediately and henceforth overseen by the Sales Manager.

Sales Representatives are asked to call from the home as well as requesting support for the customer from a trusted person, for example a friend of family member, preferably a person with acting Power of Attorney (LPA). In the instance that a friend or family member is unavailable and the customer is insistent upon their decision to progress with a quotation, a second staff member may be dispatched or the appointment rescheduled.

In circumstances which pose a risk to our staff members or to the customer, we support our representatives decision to remove themselves from the situation with immediate effect.

In the event that it becomes necessary we will work with any police or social services representative to support the customer as is deemed fit.