Vulnerable Customer Policy

Peverel Car Company Ltd

1. Purpose

At Peverel Car Company Ltd, we are committed to treating all customers fairly and with empathy. We understand that some customers may be vulnerable due to personal circumstances or health conditions, and we aim to ensure that such individuals receive appropriate support to make informed decisions.

This policy sets out our approach to identifying, supporting, and serving vulnerable customers in line with FCA guidelines.

2. What Is a Vulnerable Customer?

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm — particularly when a business does not act with the appropriate level of care.

Examples of vulnerabilities include (but are not limited to):

  • Mental or physical health conditions
  • Age-related challenges (young or elderly)
  • Low financial resilience or over-indebtedness
  • Bereavement or life events (e.g., divorce, illness)
  • Learning difficulties or language barriers
  • Limited access to digital services or literacy issues

3. Our Responsibilities

All staff at Peverel Car Company Ltd are trained to:

  • Recognise signs of vulnerability
  • Handle such situations with sensitivity and discretion
  • Offer additional support and guidance when needed
  • Avoid pressuring or rushing the customer
  • Adapt communication methods where necessary (e.g., written instead of verbal, or simpler language)

4. Identifying Vulnerable Customers

We will look for verbal, physical, or behavioural indicators, including:

  • Difficulty understanding or retaining information
  • Repeating questions or displaying confusion
  • Disclosing health or personal issues
  • Signs of distress, hesitation, or lack of engagement

Staff are trained to ask open and respectful questions to better understand the customer's needs.

5. Supporting Vulnerable Customers

Where a customer is identified as vulnerable, we may:

  • Offer extra time to consider options
  • Recommend they seek support from a family member or independent adviser
  • Adjust our communication method or provide written follow-ups
  • Avoid offering complex financial products without full understanding
  • Decline a sale or agreement if it is not in the customer's best interest

6. Internal Escalation

If any staff member is unsure how to proceed with a potentially vulnerable customer, the matter will be escalated to a senior member of staff or manager for review and appropriate support.

7. Confidentiality

All disclosures of vulnerability will be treated confidentially and with the customer's consent. No personal information will be recorded or shared without justification and proper legal basis.

8. Ongoing Review

This policy is reviewed annually or as required to remain compliant with FCA guidance and best practice. All staff will receive regular training to ensure understanding and compliance.

Contact Us

If you believe you may be vulnerable or require additional assistance, please let a member of our team know. You can contact us via:

  • Phone: 01245 921 090
  • Email: [email protected]     
  • Post: Beacon Hill Garage, Maypole Road, Wickham Bishops, CM8 3NW