Purpose
At Rowlands Motor Company, we are committed to treating all customers fairly and with respect. We understand that some customers may need additional support due to their personal circumstances, and we will do our best to ensure they are able to make informed decisions when purchasing a vehicle or arranging finance.
What is a Vulnerable Customer?
A vulnerable customer is someone who may need extra support because of their circumstances. This could include:
- Physical or mental health conditions.Learning difficulties or disabilities.
- Financial difficulties.
- Bereavement or other major life events.
- Difficulty understanding information or finance agreements.
- Limited English language skills.
- Vulnerability can be temporary or long-term.
Our Approach
When dealing with vulnerable customers, we will:
- Be patient and understanding.
- Communicate clearly and avoid unnecessary jargon.
- Give customers enough time to make decisions.
- Answer questions honestly and clearly.
- Encourage customers to seek advice from family, friends or trusted advisers if required.
- Ensure customers understand any finance agreement before proceeding.
- We will never knowingly pressure a customer into making a decision.
Identifying Vulnerability
Our staff are trained to look out for signs that a customer may need additional support. These may include:
- Difficulty understanding information.
- Appearing confused or distressed.
- Repeatedly asking the same questions.
- Disclosing health, personal or financial difficulties.
- If a customer tells us about a vulnerability, we will handle the information sensitively and respectfully.
Finance Applications
Where finance is being arranged, we will take reasonable steps to ensure the customer understands:
- The monthly payments.
- The length of the agreement.
- Any interest and charges.
- The consequences of missed payments.I
- If we believe a customer does not fully understand the agreement, we may pause the process until further support can be provided.
Staff Responsibility
All staff at Rowlands Motor Company are responsible for treating customers fairly and identifying where additional support may be needed.
Any concerns regarding a vulnerable customer should be referred to management.
Review
This policy will be reviewed regularly to ensure it remains appropriate and effective.
Rowlands Motor Company
Date of Issue: June 2026
Review Date: June 2027
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