Vulnerable Persons Policy

We know just how important it is for you to receive the right information about the products and services that we offer and that you understand what’s involved as purchasing a vehicle is a big decision and if you ask us to introduce you to a finance provider or look to enter into a contract for an ancillary product it can be a long-term commitment. Some customers who, due to their particular circumstances, may be vulnerable and therefore especially susceptible to harm. Being a responsible business, with responsible people who have our customers’ interests at heart, we’ll always consider the circumstances of each of our customers and where we think that someone might be vulnerable, we’ll always tailor our approach, removing any barriers that restrict the customer accessing our products and services so that they too can achieve the outcome that they want.

Recognising consumer vulnerability

We know that things happen in life, and sometimes when you least expect them to. We do understand that some of our customers prefer to keep things private, but we’ll always encourage our customers to talk to us about any difficulties, just so that we can make sure that we adapt our approach or provide information in a different way. Vulnerability can fall into four categories – Health, Life Events, Resilience and Capability and whilst we do like to think that we’re great at active listening and ask the right kind of questions to help us spot if someone’s vulnerable, sometimes it’s not easy to recognise. We do hope that you’ll trust us with your story.

What happens if a customer is identified as being vulnerable?

If you tell us that you’re vulnerable or if we think that you may be vulnerable, it won’t stop us from helping you to achieve your objectives. As the factors that can contribute to the level of customer vulnerability are diverse, there’s not one approach that can be adopted to fit each circumstance, so we need to adapt to suit the situation. For example, we might communicate with you differently as you might prefer text over voice so that you can digest information at your own pace, we might ask you more questions, we’ll take more time to go over things, and we may suggest that  another family member is party to our discussions. What matters most to us when dealing with our customers who are or may be vulnerable is that they get what they need from us to come to a decision and that if they choose to go ahead that they get the outcome that they want.

We’re always put our customers’ interests first and treat everyone with the same respect, integrity and dignity as we’d expect to be treated ourselves.

Organisations which may be able to help

If you are feeling vulnerable and need some help, the following organisations may be able to assist you:

Citizens Advice

Citizens Advice is an independent organisation specialising in confidential information and advice to assist people with legal, debt, consumer, housing and other problems. They aim to provide the advice people need for the problems they face.  Tel: 0800 144 848 www.citizensadvice.org.uk 

Help for Households

A Government website which provides information about support that may be available if you are disabled or have a health condition and useful tips on how to save money on energy bills.  https://helpforhouseholds.campaign.gov.uk

Money Helper

Offer guides, tools and calculators to help you keep track of your finances and plan ahead. Tel: 0800 138 7777

Money Advice Trust

Help tackle debt and manage your money with confidence. They offer advice and help with debt management plans, debt relief orders and individual voluntary arrangements. www.moneyadvicetrust.org

StepChange

They give advice on personal budgeting, the wise use of credit and, where appropriate, managing achievable plans to repay debts. National telephone service and online debt help tool, via our eight regional centres. Tel: 0800 138 1111 www.stepchange.org

Alzheimer’s Society

Help for those who affected by dementia including family members and carers. Tel: 0333 150 3456 www.alzheimers.org.uk

Macmillan Cancer Support

They’ll do whatever it takes to support people affected by cancer physically, emotionally and financially. Tel: 0808 808 0000 www.macmillan.org.uk

Marie Curie

Supporting people with terminal illness and their families. Tel: 0800 090 2309 www.mariecurie.org.uk

Mind

Information and support to anybody experiencing a mental health problem through their website, their infoline and their peer support platform Side by Side. Tel: 0300 123 3393 www.mind.org.uk

Age UK

Age UK offer support to older people with cost of living, a benefits calculator and pension advice. Tel: 0800 055 6112 www.ageuk.org.uk

Relay UK

Relay UK is a free service that helps people with hearing and speech difficulties to communicate with anyone over the phone. A Relay UK assistant can speak with us on your behalf by converting your speech into text and vice versa. You can use Relay UK with a textphone or by downloading the app to your smartphone, tablet or PC. www.relayuk.bt.com 

Samaritans

The Samaritans will help you if you’re struggling to cope, feeling suicidal or need support if you’re bereaved by suicide. Tel: 116 123 www.samaritans.org

Scope

Scope is the disability equality charity in England and Wales. They provide practical information and emotional support and campaign to create a fairer society. Tel: 0808 800 3333 www.scope.org.uk

V1 18/02/2025