Purpose of this policy
The purpose of this Vulnerable Customer Policy is to ensure that Balfe’s Bikes provides fair and equitable treatment to all customers, particularly those who may be classified as vulnerable. This policy outlines our commitment to identifying, supporting, and protecting vulnerable customers to ensure they receive the same level of service and consideration as all other customers.
Definition of Vulnerable Customer
A vulnerable customer is an individual who, due to personal circumstances, is at a higher risk of experiencing harm or exploitation in their interactions with businesses. This vulnerability can arise from various factors, including but not limited to:
- Age (e.g., elderly or young customers)
- Physical or mental health conditions
- Financial hardship
- Learning disabilities or cognitive impairments
- Situational vulnerabilities (e.g., experiencing a crisis or bereavement)
- Language barriers
Policy Principles
Balfe’s Bikes is committed to the following principles in dealing with vulnerable customer:
- Respect and Dignity: Treat all customers with respect and dignity, recognizing their unique needs and circumstances.
- Fair Treatment: Ensure that vulnerable customers receive fair treatment and are not disadvantaged or exploited.
- Clear Communication: Provide clear, accessible information to all customers, especially those who may have difficulties understanding standard communication methods.
- Support and Assistance: Offer appropriate support and assistance to vulnerable customers to help them make informed decisions and navigate our services effectively.
- Confidentiality: Respect the privacy and confidentiality of all customers, especially when handling sensitive information related to their vulnerability.
Identifying Vulnerable Customers
To identify vulnerable consumers, our staff will:
- Listen Actively: Pay attention to any signs that a customer may be experiencing difficulty or distress.
- Ask Questions: Where appropriate, ask open-ended questions to understand if a customer needs additional support.
- Observe Behavior: Note any behaviours that suggest a customer might be struggling, such as confusion, hesitation, or distress.
Providing Support
When supporting vulnerable customers, we will:
- Offer Personalized Assistance: Tailor our approach to meet the specific needs of the customer, which may include providing additional time, clear explanations, or assistance with decision-making.
- Simplify Information: Provide information in a clear and accessible format, avoiding jargon and using plain language.
- Ensure Accessibility: Make our services accessible to all customers, including those with disabilities or language barriers.
- Facilitate Contact: Allow customers to communicate with us through their preferred method, whether it be in person, via telephone, or through written correspondence.
Staff Training
All Balfe’s Bikes employees will undergo regular training to:
- Recognize Vulnerability: Understand the signs of vulnerability and the impact it may have on customers.
- Provide Appropriate Support: Learn how to offer appropriate support and communicate effectively with vulnerable customers.
- Maintain Sensitivity: Ensure that all interactions with vulnerable customers are conducted with sensitivity and empathy.
Contact Information
For any questions or further information about this policy, please contact:
Balfe’s Bikes Customer Support
Phone: 020 45063856 (Mon – Fri: 9am – 4.30pm)
Email: [email protected] (We aim to respond within 3 to 4 days)
Address: Unit 2, Camino Park, James Watt Way, Crawley, RH10 9TZ
