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Vulnerable Policy

Vulnerable Customer Policy

 At H Edmondson Motor Engineers Limited we are aware that it is important to address the needs of vulnerable customers. There are many risk factors involved including bereavement, illiteracy, illness, disability or other impairments which increase a consumer’s vulnerability. We are aware that we need to look for signs that the person we are talking too may not have the capacity to make an informed decision regarding the implications of the services/agreement that we are making to them.

The Mental Capacity Act says, that a person is unable to make a specific decision if they cannot understand information about the decision to be made, cannot retain that information in their mind, cannot use or weigh that information as part of the decision-making process or cannot communicate their decision.​

At H Edmondson Motor Engineers Limited we look out for vulnerable consumers and we aim to help and support them by:

 Understanding the customer’s needs and demonstrating compassion.

Training our customer facing staff so they are able to deal with vulnerable customers appropriately.

• Being patient and taking time to listen and facilitate a conversation with the customer so that they fully understand.

• Allocating a familiar primary contact for the customer ensuring consistency and trust.

• Simplifying language so it is clear and easy to understand and avoiding use of industry jargon.

• Sharing information with our Partners regarding the customer’s current situation.

• Observing and involving other members of staff who can provide help and support.

• Rewarding, recognising and praising good practice in relation to vulnerable customers.

{C}Rewarding, recognising and praising good practice in relation to vulnerable customers.

{C}  DPA 1998 requires that any information stored should be recorded with full knowledge and consent of the customer and deleted when the customer relationship has ended, in accordance with GDPR.



If you have any questions regarding our Vulnerable Customer Policy, please contact us on 01772 811000.