Vulnerable Customer Policy

Vulnerable Customer Policy

Last Updated: 8 August 2025

At Velo Bavarian, we are committed to treating all customers fairly and with empathy, especially those who may be in vulnerable circumstances. This policy explains how we identify, support, and serve vulnerable customers, as well as how our staff are trained to meet these needs.

1. What is a Vulnerable Customer?

A vulnerable customer is someone who, due to personal circumstances, may be especially susceptible to harm—particularly when a business is not acting with appropriate care. Vulnerability can be:

  • Health-related – physical disability, illness, mental health conditions.

  • Life events – bereavement, redundancy, divorce, major life change.

  • Capability – limited literacy, numeracy, or digital skills.

  • Financial – experiencing financial difficulty or hardship.

2. How We Identify Vulnerable Customers

Our team is trained to look for indicators of vulnerability, which may include:

  • Difficulty understanding or remembering information.

  • Communication barriers or reliance on others for decision-making.

  • Disclosures of financial hardship or life events affecting decision-making.

  • Unusual account activity or repeated missed payments (where applicable).

We will always seek consent before recording any relevant information about a customer’s vulnerability.

3. How We Support Vulnerable Customers

Where vulnerability is identified, we will:

  • Communicate clearly and at a suitable pace.

  • Offer information in alternative formats where possible.

  • Allow extra time for decisions to be made.

  • Provide a single point of contact if needed.

  • Signpost to external help and support services when appropriate.

4. Staff Training

All staff members receive:

  • Training to recognise signs of vulnerability.

  • Guidance on how to adapt their approach for vulnerable customers.

  • Regular refresher sessions to ensure skills remain up to date.

5. Feedback and Improvements

We encourage feedback to help us improve our service for vulnerable customers. If you have suggestions or concerns, please let us know.

Contact Us
If you would like to discuss your needs or this policy, please contact:
Velo Bavarian
info@velobavarian.co.uk

01332 841950

Note: This policy should be read alongside our Consumer Duty Policy and Terms of Service.