Vulnerable Customers

How We Identify Vulnerable Customers

At Lichfield Street Motor Cars, we recognise the importance of addressing the needs of vulnerable customers. To do this effectively, we must first be able to identify those who may be vulnerable. There are a variety of risk factors that can contribute to a customer's vulnerability, including bereavement, illiteracy, illness, disability, or other impairments. These factors may increase the likelihood that a consumer will need additional support or consideration.

Our team remains alert to signs that the person we are engaging with may lack the capacity to make fully informed decisions regarding the implications of our services or agreements. We understand that not all customers will communicate their needs directly, so it is essential to be observant and sensitive to any indicators of vulnerability.

The Mental Capacity Act stipulates that an individual is unable to make a specific decision if they cannot understand the relevant information, cannot retain that information, cannot use or weigh that information as part of the decision-making process, or cannot communicate their decision.

Supporting Vulnerable Customers

As part of our commitment to providing a considerate customer experience, we continually look out for vulnerable consumers. We aim to help and support them by taking the following steps:

• Training our customer-facing staff to engage appropriately with vulnerable customers.
• Observing and involving other members of staff who can offer additional help and support.
• Taking time to understand each customer's individual needs and demonstrating compassion.
• Allocating a familiar primary contact to the customer, ensuring consistency and fostering trust.
• Rewarding, recognising, and praising good practice when dealing with vulnerable customers.
• Simplifying language to ensure clarity and avoiding industry jargon.

Indicators of Vulnerability: What Do We Look For?

To identify vulnerable customers, our staff are trained to consider the following questions:

• Do they ask us to speak more slowly?
• Do they understand what we are saying?
• Can they hear the whole conversation without missing any information?
• Are they asking unrelated questions?
• Do they sound flustered or out of breath when answering the phone?
• Do they say ""yes' to a question that they have not understood?
• Do they suggest another family member should deal with matters for them?
• Do they indicate that they have not understood previous correspondence or communication?

Communicating with Vulnerable Customers

When communicating with vulnerable customers, we adhere to the following principles:

• Speak clearly to ensure understanding.
• Set expectations for the discussion upfront.
• Demonstrate patience and avoid rushing the customer.
• Avoid making assumptions about the customer's needs.
• Keep the conversation relevant and focused.
• Offer alternative methods of communication if needed.
• Accept that customers may be forgetful and respond accordingly.
• Double check that the customer has heard and understood what has been said.
• Check if the customer has any issues with vision that may affect communication.
• Ask the customer if they need to consult anyone before making a decision.

If a customer is unable to make a decision or does not have the capacity to do so, we will seek to involve a family member, carer, or someone with appropriate authority and identification who can act on their behalf. We make sure that the authorised person fully understands what is expected of them.

When a vulnerable customer is identified, a senior manager will check to ensure that the customer's needs have been met.

Where a customer is deemed vulnerable, and as a responsible dealer, we will obtain your consent before passing this information to any finance company we propose for you.

Contact Us

If you have any questions regarding our Vulnerable Customer Policy, please contact us.