At Vintage Sofa Co. we are committed to maintaining a fair and inclusive approach in all our interactions, with a particular focus on vulnerable customers. This policy outlines our commitment to identifying, assisting, and providing tailored services to ensure that vulnerable customers receive the support they need.

The purpose of this policy is to ensure that the operations of Vintage Sofa Co. do not have any negative impact upon vulnerable customers.

For the purposes of this policy vulnerable customers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell and provide our services to ensure that they are not disadvantaged in any way.

Who a vulnerable customer?

The Financial Conduct Authority (FCA) defines a vulnerable customer as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”

The FCA expects companies to treat customers fairly when we are dealing with people with vulnerable circumstances.

Identifying a vulnerable customer

Our team is trained to identify vulnerable customers so we can take extra steps to assist outside of our standard procedures. However, it is not always possible to recognise these characteristics. Therefore, if you believe you may fit the criteria for a vulnerable customer, please read this policy and notify us immediately of your particular needs.

Vulnerability groups

We recognise that certain groups of customers may be vulnerable. Whilst not all customers in these groups may be vulnerable, we will consider a customer’s individual circumstances where a potential vulnerability is identified. These groups may include, but are not restricted to:

• Customers with communication difficulties (including learning difficulties and English not being their first language, dyslexia)

• A customer with a reduction in physical or mental capacity

• Customer with health issues - illness, whether physical or mental illness, severe or long term

• A sudden diagnosis of serious illness to the customer or close family member

• Personal circumstances of the customer – factors such as financial difficulties, bereavement, caring responsibilities or redundancy

• The customers age particularly older and younger people. For example, a younger person may be considered inexperienced and the older person may be less technologically able

Our key principles when engaging with a vulnerable customer

As soon we think we may be engaging with a vulnerable customer, whether this is through our identification or you are approaching us, we will:

• Immediately make a record of this and ensure we adhere to this policy

• Provide additional opportunities for you to ask questions about the information we have provided

• We will continuously seek confirmation that you have understood the information, especially in cases of customer finance applications for example.  If we or you feel it necessary, we may ask if there is anybody with you who can assist you, such as a family member or friend.  

• The main rule is that we won't rush. We will always offer extra opportunities to complete a transaction after further consideration and as much time as you need

We aim to:

• Ensure that we have the suitable controls and measures in place to identify, handle and monitor vulnerable customers

• Train the team in the identification, communication and understanding of what vulnerabilities are and how to approach them

• Have robust vulnerable customer procedures in place at all times and ensure their continued relevance and compliance with the regulations and guidelines

• Research and take expert advice on specific vulnerabilities such as Mental Health so that our staff and procedures are adequately aligned aligned with the standards

• Ensure that our materials, content and information is user-friendly, easy to understand and jargon free

• Ensure staff, product and information flexibility to provide a complete and ethical service to all customers, regarding of their situation

To register as a vulnerable customer

Email –  info@vintagesofa.co.uk
Phone – 01422 761000
In Writing – Vintage Sofa Co. Unit A, Wainstalls Business Park, Halifax, West Yorkshire, HX2 7UR