The purpose of this policy is to ensure that our operations 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.
Our staff are trained to identify vulnerable customers so we can take extra steps to assist
outside of our standard procedures.
As soon we think we may be engaging with a vulnerable customer we will:
• Provide additional opportunities for the customer to ask questions about the
information we have provided
• Continuously seek confirmation that the customer has understood the
information that has been provided
• Ask if there is anybody who is able to assist. If not, and we believe this will be
beneficial, we will make arrangements to continue with the subject matter at
another time
• Offer you the opportunity to complete the transaction after a period of further
consideration
If we can’t help a customer, we will try and make sure that they understand what
alternative options are available to them.