Vulnerable Customer Policy

Effective Date: 1 January 2025

At Priceless Auto Services Ltd, we are committed to treating every customer fairly and respectfully.
We recognise that some customers may be vulnerable due to personal circumstances, health conditions, or temporary difficulties.

This policy outlines how we identify, support, and protect vulnerable customers to ensure they receive the same high-quality service and fair outcomes as all other customers.

1. Identifying Vulnerable Customers

A customer may be considered vulnerable if, due to personal circumstances, they are especially susceptible to harm or less able to make fully informed decisions.

Examples of factors that may contribute to vulnerability include:

• Bereavement or emotional distress

• Illness, disability, or injury

• Mental health challenges

• Learning difficulties or low literacy

• Hearing or visual impairments

• Financial hardship or low income

• Language barriers

• Age-related issues or confusion

Our team members are trained to remain alert to signs that a customer may need additional support or may not fully understand the implications of the products or agreements being discussed.

2. Assessing Capacity and Understanding

We follow the principles of the Mental Capacity Act 2005, which states that a person is unable to make a specific decision if they cannot:

1. Understand the information relevant to the decision
2. Retain that information
3. Use or weigh that information as part of the decision-making process, or
4. Communicate their decision clearly.

If our staff believe a customer may lack the capacity to make a financial or contractual decision, additional care and supervision are required before proceeding.

3. How We Support Vulnerable Customers

We aim to identify and respond to vulnerability with sensitivity, discretion, and compassion.
Our approach includes:

• Training all customer-facing staff to recognise and handle vulnerable situations appropriately.

• Taking extra time to explain products and services clearly, using simple, jargon-free language.

• Offering alternative methods of communication (such as email or written summaries).

• Allowing the customer to involve a trusted third party (family member, carer, or adviser) where appropriate.

• Allocating a consistent point of contact to maintain familiarity and trust.

• Reviewing any complex or sensitive cases with a senior manager before finalising decisions.

4. Recognising Signs of Vulnerability

Our staff are encouraged to look out for potential indicators such as:

• Difficulty understanding or remembering information.

• Asking for repetition or slower explanations.

• Signs of confusion, distress, or nervousness.

• Mentioning recent bereavement, illness, or financial stress.

• Requesting that a family member or friend handle communications.

• Saying they have not understood previous letters, emails, or calls.

5. Communicating Effectively with Vulnerable Customers

When communicating with vulnerable customers, we make sure to:

• Speak clearly and at an appropriate pace.

• Be patient and never rush the discussion.

• Confirm understanding by asking simple, open questions.

• Avoid complex terminology and technical language.

• Offer to send written confirmation after the conversation.

• Ask whether the customer wishes to consult anyone before making a decision.

• Ensure that documents are presented in a readable format (large print or digital if needed).

If a customer is not in a position to make a decision, we will only proceed once we have verified authorisation from a family member, carer, or legal representative — confirmed by appropriate identification.

6. Management Oversight

Whenever a vulnerable customer is identified, a senior manager reviews the case to ensure:

• The customer's needs have been properly considered.

• Communications and products were suitable and fair.

• No unnecessary pressure was applied.

All staff are encouraged to document and escalate any concerns regarding vulnerability immediately.

7. Ongoing Training and Improvement

We provide regular staff training and refreshers on FCA guidance, empathy-based communication, and fair treatment of customers.
We also review this policy annually or whenever regulatory changes occur.

8. Contact Information

If you have any questions about our Vulnerable Customer Policy or wish to discuss support options, please contact us:

01606 215155 / 01606 334492
[email protected]
Priceless Auto Services Ltd, Old Warrington Road, Northwich, Cheshire, CW9 5LH

© 2025 Priceless Auto Services Ltd. All rights reserved.