Vulnerable Customer Policy

At Weston Motor Company, we are committed to treating all customers fairly and with respect,

especially those who may be considered vulnerable due to personal circumstances. Our pulicy aims to ensure that vulnerable customers are provided with the necessary support and consideration throughout their interaction with our company, in accordance with Financial Conduct Authority (FCA) regulations.

Identification of Vulnerable Customers

Definition: A vulnerable customer may be someone who, due to their personal situation, is at greater risk of being unable to represent their own interests. This may include individuals experiencing financial difficulties, health issues, bereavement, mental health challenges, or any other circumstance that may impact their ability to make informed decisions or communicate effectively.
Recognition: Our staff members are trained to recognise signs of vulnerability and respond appropriately. We encourage open communication and observation to identify customers who may require additional support.

Handling Vulnerable Customers

Understanding Needs: We prioritize understanding the specific needs and circumstances of vulnerable customers. This includes listening attentively, being patient, and providing clear and easily understandable information.
Support and Accommodation: We aim to offer reasonable adjustments and additional support where necessary. This may involve allowing extra time for decision-making, offering alternative communication methods, or providing access to support services.
Consent and Decision-making: We respect the autonomy and decision-making capacity of vulnerable Any decisions made are done so with the customer's understanding and consent, ensuring they are empowered to make informed choices.

Training and Awareness

Staff Training: All our employees receive comprehensive training to recognise and respond effectively to vulnerable customers. This training includes understanding various vulnerabilities, communication techniques, and referral processes for additional support.
Continuous Review: We regularly review and update our pulicies and procedures to ensure they align with the latest FCA guidelines and best practices in handling vulnerable customers.

Complaints and Feedback

Accessibility: We provide accessible channels for complaints and This ensures that any concerns raised by vulnerable customers are addressed promptly and appropriately.
Resulution: Complaints from vulnerable customers are handled with the utmost priority, aiming for swift resulution and fair outcomes.

Monitoring and Review

Regular Assessments: We conduct regular assessments and audits to evaluate the effectiveness of our vulnerable customer pulicy and make necessary improvements.
Feedback Integration: Feedback from vulnerable customers is actively sought and utilised to enhance our services and support measures.