Vulnerable Customer Policy

Vulnerable Customer Policy

Review Date: [April, 2027]

1. Purpose

This policy outlines how Rangebrook Ltd identifies and supports vulnerable customers in compliance with the FCA's Consumer Duty and Principle 12. We are committed to ensuring fair treatment for all customers, particularly those who may be at risk of harm due to personal circumstances

2. Definition of a Vulnerable Customer

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to detriment, particularly where a firm is not acting with appropriate levels of care.

This may include, but is not limited to, individuals experiencing:

  • Mental or physical health issues
  • Low financial resilience
  • Recent life events such as bereavement or job loss
  • Learning difficulties or language barriers
  • Age-related challenges

3. Our Commitment

We aim to recognise signs of vulnerability, offer appropriate support, and ensure our sales and finance processes are clear, fair, and not misleading. All team members are trained to identify and respond to customer needs with care and empathy.

4. Identifying Vulnerability

Our staff are trained to be alert to indicators of vulnerability, including:

  • Difficulty understanding or processing information
  • Signs of confusion or distress
  • Disclosures about financial difficulties or health conditions

5. Supporting Vulnerable Customers

When vulnerability is identified, we will take the following steps where appropriate:

  • Offer extra time for decision-making
  • Use plain and clear language
  • Avoid pressure selling or upselling
  • Provide written information for reference
  • Allow a friend or family member to be present during discussions

6. Staff Training

All customer-facing staff are given training to understand and apply this policy. Refresher training is conducted annually or when regulatory changes occur.

7. Monitoring and Review

This policy will be reviewed annually and updated as required to reflect regulatory developments and lessons learned from customer interactions.

For questions about this policy, contact: Rangebrook Ltd, 283 Watling Street, Nuneaton, CV11 6BQ.