We recognise that, at times, some of our customers may be vulnerable due to personal circumstances. This may be as a result of a physical or mental health condition affecting themselves or a family member, age, literacy challenges, communication difficulties, or where English is not their first language.

We are committed to treating all of our customers fairly and with respect, and to meeting individual needs to the best of our ability. Where a customer is identified as being vulnerable, we will adapt our approach in line with their specific circumstances.

To support this, we employ experienced sales and customer service staff who receive appropriate training to help them recognise potential indicators of vulnerability and understand how to respond sensitively and appropriately.

Vulnerability is subjective and can be temporary or long-term. Our staff remain alert to possible signs such as difficulty understanding information, communication challenges, or unusual or erratic behaviour. As most of our customer interactions take place face to face, or occasionally by telephone, this allows our team to identify both short-term vulnerability (such as illness or bereavement) and longer-term vulnerability (such as disability or mental health conditions).

If a member of staff believes a customer may be vulnerable, they will ask respectful, non-intrusive questions to better understand the customer’s circumstances. This enables us to determine whether the customer is vulnerable and how our communication or approach should be tailored.

Any information gathered relating to a customer’s vulnerability will be processed in accordance with UK GDPR and the Data Protection Act 2018. Where necessary, we will obtain explicit consent before recording or processing such information. Customers will be fully informed about how their information will be used and who it may be shared with.

Our Commitments

We will always:

• Obtain a customer’s explicit consent before recording, storing, or processing information relating to vulnerability, where appropriate
• Clearly explain why this information is required
• Clearly explain who the information may be shared with

We will typically only process information about vulnerability where it is necessary to tailor our communication or approach, or where staff may be entering a customer’s home for a consultation, installation, or related services. Such information will only be shared with relevant staff or representatives.

We also ensure that no customer enters into a purchase or any form of agreement without fully understanding what they are committing to.

If we believe a customer does not fully understand the information provided, we will:

• Pause or not proceed with the sale of products or services
• Not continue with any application for credit or funding
• Offer to involve a trusted friend or family member
• Arrange a follow-up appointment where appropriate
• Provide all relevant information in a clear, fair, and non-misleading manner

We will not refuse to deal with a customer because of vulnerability. Instead, we will work with them to ensure they are treated fairly and appropriately. We do not label individuals or groups as vulnerable without understanding their personal circumstances, recognising that each customer’s situation is unique and must be considered on a case-by-case basis.