Vulnerable customer policy

The aim of this policy is to guarantee that The Carzone’s activities do not adversely affect vulnerable customers.

Within the scope of this policy, vulnerable customers are defined as individuals, both current and potential customers, whose unique abilities or situations necessitate us to exercise additional care in our business practices and service provision, with the objective of preventing any form of disadvantage.

How we help and support vulnerable customers

To support vulnerable customers we:

• Train our colleagues so they are able to identify and support vulnerable customers appropriately.
• Observe and involve other members of our team who can provide help and support.
• Are patient and take the time to listen and facilitate a conversation with the customer so they fully understand.
• Share information with our partners regarding the customer’s current situation.
• Understand the customer’s needs and demonstrate compassion.
• Allocate a primary contact for the customer to ensure consistency and trust.
• Reward, recognise and praise good practice in relation to vulnerable customers.
• Simplify our language so it is clear, easy and simple to understand.

Identifying a vulnerable customer

For The Carzone to address the needs of vulnerable customers we first need to be able to identify them. Our team is trained to identify customers who may require additional assistance beyond our standard procedures.

Signs we look out for:

• Do they ask us to speak more slowly?
• Do they understand what we are saying?
• Can they hear the whole conversation without missing parts?
• Are they aware of what is being discussed?
• Do they keep repeating themselves?
• Are they asking unrelated questions?
• Do they say “yes” to a question that they have not understood?
• Do they sound flustered or out of breath when they answer the phone?
• Do they suggest another family member deals with things for them?
• Do they say they have not understood previous correspondence or communication?

Communicating with vulnerable customers

When our team communicate with vulnerable customers, we ensure that we:

• Speak clearly to the customer.
• Set the expectations for the discussion.
• Demonstrate patience and do not rush them.
• Keep the discussion on the relevant topic.
• Do not assume that we know the customers’ needs.
• Offer the customer a different method of communication.
• Understand that customers can be forgetful.
• Double check the customer has heard what we have said.
• Check in case the customer does not have clear vision.
• Ask the customer if they need to speak to anyone before they make a decision.

What do we do when vulnerable customers are identified?

• Refer the matter to a senior colleague.
• The senior colleague must ensure that they have identified the customer’s needs and that relevant communications have been documented to ensure future needs are met.
• Under the Data Protection Act of 1998, we are required to store information with full awareness and consent of the customer, and how further communication should be made.
• Given that a customer’s circumstances can evolve over time, we ensure this is escalated to a senior colleague if this is identified.
• Calls may be subject to monitoring for future training needs or refinements.
• If a customer is not in a position to make a decision or does not have the capacity to do so, we try to find a family member, carer or someone with authority and with appropriate ID who can act on their behalf.
• We ensure that the authorised person is fully informed about their responsibilities and understands what is expected of them.