Vulnerable Customers

At Care and Repair, we want every customer to get the help they need, and we take extra care with customers who may need more support.

What we mean by a vulnerable customer

A vulnerable customer is someone who, because of their personal circumstances, may be at greater risk of harm or disadvantage when dealing with us. Vulnerability can be temporary, can come and go, or can be permanent. It can come from age, physical or mental health, financial circumstances or a significant life event. Every situation is different.

How we recognise when someone needs more support

Vulnerability is not always obvious. Our team looks out for signs that someone may need extra help, including:

• Difficulty understanding information or making decisions
• Communication difficulties, hesitation or confusion
• Requests for extra time or support
• Customers telling us about their circumstances
• Information from family members, friends or carers acting on a customer's behalf

Who we pay particular attention to

Anyone can be vulnerable at any time. We take particular care with customers who are:

• Elderly, especially those living alone
• Living with physical or mental health conditions
• Living with learning difficulties or cognitive impairments
• Facing serious financial difficulty
• Dealing with a recent bereavement or a major change in their life
• Less confident speaking or reading English
• Full time carers for someone else

Our commitments

Extra time and patience

We will take the time needed to make sure you understand what we are offering and what happens next. We will never rush you into a decision.

Clear information

We explain things in plain English and can repeat or put information in writing whenever it helps.

Involving people you trust

With your permission, we are happy to speak with a family member, friend or carer on your behalf.

No pressure

We will never pressure anyone into taking out a plan or booking a repair. If we have any concern that a customer does not understand what they are agreeing to, we will pause and make sure they do.

Flexible support

Where we can, we will adapt how we work, for example by arranging visits at a time when someone you trust can be there.

Telling us you need support

If you or someone you are helping needs extra support, let us know through the form on this page. Anything you tell us is handled in line with our privacy policy and only used to help us support you.