Moginie James

Vulnerable Customer Policy

At Moginie James, we are dedicated to ensuring that every customer, particularly those who may be vulnerable due to personal circumstances, receives a positive and supportive experience when using our services. We are committed to identifying and providing the necessary support to ensure that no one is at a disadvantage.

Definition of a Vulnerable Customer

A vulnerable customer is someone who, due to their personal circumstances, is more susceptible to harm or disadvantage, especially if they are not provided with the appropriate level of care and support. Vulnerability can be temporary, permanent, or fluctuate over time, depending on an individual’s situation.

Factors Contributing to Vulnerability

While any customer may experience vulnerability at some point, certain factors can increase the likelihood of needing additional support. These factors include, but are not limited to:

Communication barriers: Such as difficulty understanding information due to learning disabilities, dyslexia, or where English is not the customer’s first language.
Physical or mental health challenges: Whether short-term or long-term, including illness, injury, incapacity, or mental health conditions like depression or anxiety.
Cognitive impairments: Including dementia, memory loss, or conditions that affect decision-making and understanding.
Life-changing events: Including a diagnosis of a serious illness, bereavement, job loss, or family caregiving responsibilities, which may affect emotional or financial stability.
Age-related factors: Young people may be less experienced with financial or life decisions, while older individuals may struggle with modern technology or require more time and support.
Financial difficulties: Those facing financial hardship or sudden changes in income may experience additional stress and may need tailored support in managing their services.

Our Commitment to Supporting Vulnerable Customers

We recognise that vulnerability is not always obvious, and some customers may be reluctant to disclose their personal circumstances. However, we strive to identify potential signs of vulnerability and provide proactive support wherever possible. Our employees are trained to recognise various factors of vulnerability and to offer assistance in a compassionate and respectful manner.

We aim to:

Listen: Take time to understand your situation and ensure we address your individual needs.
Communicate clearly: Provide information in a way that is accessible, using plain language and formats that work for you (e.g. large print, easy-read versions, or alternative communication methods).
Be flexible: Offer tailored solutions, including giving extra time to make decisions, providing alternative payment options, or offering additional support for navigating complex services.
Respect your privacy: Handle your personal information with the utmost confidentiality and only share details with your consent when necessary to provide the best support.
Ensure access: Make reasonable adjustments for customers with physical disabilities or those who may find it difficult to access our services in standard ways (e.g. providing online support or home visits, where applicable).

How You Can Reach Out for Support

If you feel that you may need additional help due to any circumstances that make you vulnerable, we encourage you to contact us directly. We understand that life events or health issues can arise unexpectedly, and we are here to help. We will do our best to offer adjustments and support that are suited to your individual needs.

Please feel free to reach out to any member of our team, and we will guide you through the options available to ensure you have a positive and stress-free experience.

Ongoing Training and Improvement

To ensure that we continue to provide the best possible service, we provide our team with ongoing training on how to recognize and assist vulnerable customers. We regularly review our processes and policies to ensure they remain effective and responsive to the needs of our customers.