Vulnerable Persons Policy

The Financial Conduct Authority (FCA) defines vulnerable customers as the following:

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

How can a customer be vulnerable?

Vulnerability can come in a range of guises and can be temporary, sporadic or permanent in nature. It is a fluid state that needs a flexible, tailored response from firms. The following are examples of how customers can be vulnerable:

  • Mental health problems (e.g. depression or anxiety)
  • Difficult financial circumstances (e.g. recent unemployment)
  • Physical health problems (e.g. disability or long-term illnesses)
  • Communication challenges (e.g. limited English)

How can businesses assist vulnerable customers?

Vulnerability can come in a range of guises and can be temporary, sporadic or permanent in nature. Businesses must respond with flexibility, empathy, and care to ensure vulnerable customers receive appropriate support.

What guidance is available?

Norwich Car Centre Ltd / Norwich Car Centre believes that delivering an ethical and sensitive service requires a commitment that permeates all business activity. The adoption of the right policies, standards, and approaches ensures an ethical, practical, and measurable response.

We give full consideration to any mitigating or vulnerable conditions and seek advice and approval from clients before proceeding where any of the following circumstances apply:

  • Serious illness or long-term sickness
  • Ethnic minorities who cannot understand or speak English
  • Pregnancy or recent birth of a child
  • Recent bereavement
  • Recent unemployment
  • Severe financial difficulties
  • Any other guidelines stipulated by the client

Our Vulnerable Customer Identification Process

Norwich Car Centre Ltd / Norwich Car Centre's process for identifying vulnerable claimants is set out in three stages:

  1. Prior to receiving a case
  2. Once a case has been received
  3. During first contact with the client

All staff are trained to display a positive, considerate attitude when dealing with customers in financial difficulties. Staff are encouraged to offer guidance and recommend appropriate advisory organisations.

Through regular dialogue with customers and advisory bodies, staff are kept up to date on policy changes and maintain the most accurate contact details for advisory groups in the client's area.

In accordance with legislation and best practice, Norwich Car Centre Ltd / Norwich Car Centre will establish and maintain effective quality assurance systems for monitoring and reporting Adult Safeguarding issues, sharing relevant information across agencies.

Please note: This table is not indicative of all vulnerable customer considerations. For further guidance, consult the FCA and British Bankers' Association:

Additional organisations that offer specialist assistance: