1. Policy Statement
At 247direct.com, we are committed to ensuring that all our customers are treated fairly, with dignity and respect. We recognise that some customers may find themselves in vulnerable circumstances due to a variety of factors and may need additional support to make informed decisions or complete transactions.
This policy outlines how we identify and support vulnerable consumers and what steps we take to ensure they are not disadvantaged or exploited.
2. Definition of a Vulnerable Consumer
A vulnerable consumer is someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a business is not acting with appropriate levels of care.
A person may be vulnerable due to:
Age (older or very young consumers)
Mental or physical health conditions
Learning disabilities or low literacy
Language barriers
Bereavement
Financial hardship
Technological illiteracy or lack of access to digital services
Temporary life circumstances (e.g. illness, redundancy, divorce)
3. Our Commitments
We aim to:
Treat all customers with sensitivity and respect
Identify signs of vulnerability wherever possible
Communicate in a clear, accessible, and jargon-free manner
Make reasonable adjustments to accommodate vulnerable customers
Train staff to recognise and support vulnerable consumers appropriately
Provide alternative contact methods or assistance where required
4. Identifying Vulnerable Consumers
We recognise that identifying vulnerability is not always straightforward. However, we encourage our staff to be attentive to potential signs, such as:
Difficulty understanding or processing information
Repeated or confused questions
Hesitation or silence in communication
Emotional distress or agitation
Unusual requests or behaviour
Where a staff member believes a customer may be vulnerable, they are trained to:
Ask simple and empathetic questions
Avoid pressuring the customer into making immediate decisions
Offer to continue the discussion at a later time or via a preferred communication
method
Escalate concerns to a senior member of the team if needed
5. Support Measures
If we identify or suspect that a customer is vulnerable, we may take steps such as:
Providing written follow-up summaries of calls or transactions
Allowing extra time to explain products or services
Offering to involve a trusted third party or carer (with the customer’s consent)
Refraining from processing orders where understanding or consent is unclear
6. Staff Training
All staff are provided with training and guidance to:
Understand what vulnerability means
Recognise potential signs of vulnerability
Communicate effectively and compassionately
Know when and how to escalate a situation
7. Confidentiality and Data Protection
We treat all information regarding a consumer’s vulnerability as confidential and will only record such details with the customer’s consent and in compliance with the UK GDPR and Data Protection Act 2018.
8. Feedback and Review
We welcome feedback from customers and staff to help improve our services and policies. This policy is reviewed regularly to ensure it remains effective and in line with best practices.
9. Contact Us
If you require additional support or would like to discuss any aspect of this policy, please contact:
At 247direct.com, we are committed to ensuring that all our customers are treated fairly, with dignity and respect. We recognise that some customers may find themselves in vulnerable circumstances due to a variety of factors and may need additional support to make informed decisions or complete transactions.
This policy outlines how we identify and support vulnerable consumers and what steps we take to ensure they are not disadvantaged or exploited.
2. Definition of a Vulnerable Consumer
A vulnerable consumer is someone who, due to their personal circumstances, is especially susceptible to harm, particularly when a business is not acting with appropriate levels of care.
A person may be vulnerable due to:
Age (older or very young consumers)
Mental or physical health conditions
Learning disabilities or low literacy
Language barriers
Bereavement
Financial hardship
Technological illiteracy or lack of access to digital services
Temporary life circumstances (e.g. illness, redundancy, divorce)
3. Our Commitments
We aim to:
Treat all customers with sensitivity and respect
Identify signs of vulnerability wherever possible
Communicate in a clear, accessible, and jargon-free manner
Make reasonable adjustments to accommodate vulnerable customers
Train staff to recognise and support vulnerable consumers appropriately
Provide alternative contact methods or assistance where required
4. Identifying Vulnerable Consumers
We recognise that identifying vulnerability is not always straightforward. However, we encourage our staff to be attentive to potential signs, such as:
Difficulty understanding or processing information
Repeated or confused questions
Hesitation or silence in communication
Emotional distress or agitation
Unusual requests or behaviour
Where a staff member believes a customer may be vulnerable, they are trained to:
Ask simple and empathetic questions
Avoid pressuring the customer into making immediate decisions
Offer to continue the discussion at a later time or via a preferred communication
method
Escalate concerns to a senior member of the team if needed
5. Support Measures
If we identify or suspect that a customer is vulnerable, we may take steps such as:
Providing written follow-up summaries of calls or transactions
Allowing extra time to explain products or services
Offering to involve a trusted third party or carer (with the customer’s consent)
Refraining from processing orders where understanding or consent is unclear
6. Staff Training
All staff are provided with training and guidance to:
Understand what vulnerability means
Recognise potential signs of vulnerability
Communicate effectively and compassionately
Know when and how to escalate a situation
7. Confidentiality and Data Protection
We treat all information regarding a consumer’s vulnerability as confidential and will only record such details with the customer’s consent and in compliance with the UK GDPR and Data Protection Act 2018.
8. Feedback and Review
We welcome feedback from customers and staff to help improve our services and policies. This policy is reviewed regularly to ensure it remains effective and in line with best practices.
9. Contact Us
If you require additional support or would like to discuss any aspect of this policy, please contact:
Company Name: 247direct.com
Address: North Coullie Steading, Udny Green, Ellon, AB41 6ST
Phone: 0303 3301 247
Email: help@247direct.com