Our Approach
We understand that some customers may be more vulnerable due to personal circumstances and may need extra support. Our aim is to identify and support vulnerable customers fairly, respectfully, and sensitively.
Identifying Vulnerability
A customer may be considered vulnerable if they are affected by factors such as:
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Age or disability
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Physical or mental health conditions
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Learning difficulties or low financial literacy
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Recent life events (e.g. bereavement, unemployment, relationship breakdown)
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Low income or financial hardship
How We Support Vulnerable Customers
We ensure that:
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All staff are trained to recognise signs of vulnerability and respond appropriately.
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Communication is clear, simple, and adaptable to meet individual needs (e.g. written explanations, slower pace, or different formats).
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Customers are given time and space to make informed decisions without pressure.
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We can signpost to appropriate support services where additional help may be useful.
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We respect customer preferences, such as alternative contact methods or involving a trusted third party.
Finance Applications
When offering finance through our approved finance partners, we take care to ensure that customers fully understand the terms and can afford repayments. We will never encourage a customer to take on credit that may cause them financial harm.
Raising Concerns
If you feel that you require additional support or would like to tell us about any circumstances that may affect how we communicate with you, please contact us and we will do our best to assist.
You can reach us via: 📞 0121 753 0700 📧 [email protected] 📍 15 Seeleys Road, Tyseley, Birmingham, West Midlands, B11 2LQ
Ongoing Commitment
We regularly review our policies, staff training, and customer feedback to ensure we continue to treat all customers - particularly those in vulnerable situations - fairly and with understanding.