REST UK

Vulnerable Customer Policy

Vulnerable Customer Policy

Policy Statement

Renewable Energy Services Team Ltd is committed to ensuring that all customers are treated fairly and with respect, particularly those who may be in vulnerable circumstances. This policy outlines our approach to identifying, supporting, and engaging with vulnerable customers to provide them with the assistance they need while accessing our services.

Purpose

The purpose of this policy is to:

  • Define what is meant by a vulnerable customer.
  • Set out how we identify and support vulnerable customers.
  • Ensure compliance with relevant UK legislation and regulations.
  • Promote a culture of sensitivity and understanding when dealing with vulnerable customers.

Scope

This policy applies to all employees, contractors, and agents of Renewable Energy Services Team Ltd who interact with customers directly or indirectly.

Definition of a Vulnerable Customer

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to detriment. Vulnerability may be permanent, temporary, or fluctuating and can result from factors such as:

  • Physical or mental health conditions.
  • Life events such as bereavement, divorce, or redundancy.
  • Low literacy, numeracy, or understanding of financial matters.
  • Language barriers.
  • Financial difficulties.

Identification of Vulnerable Customers

We recognise that identifying vulnerability is not always straightforward. Indicators may include:

  • Verbal or written communication that suggests confusion, distress, or difficulty understanding.
  • Repeated queries about the same issue.
  • Disclosures about personal circumstances affecting the individual’s ability to engage effectively.

All staff should:

  • Listen actively and empathetically.
  • Observe customer behaviour for signs of vulnerability.
  • Ask open-ended questions to better understand the customer’s situation.

Supporting Vulnerable Customers

To support vulnerable customers effectively, Renewable Energy Services Team Ltd will:

  • Provide training to staff on recognising and addressing vulnerability.
  • Offer alternative communication methods (e.g., large print, braille, or interpreter services).
  • Allow additional time for discussions and decision-making where necessary.
  • Signpost customers to relevant external organisations or support services.
  • Ensure all interactions are recorded accurately to avoid the customer needing to repeat sensitive information.

Roles and Responsibilities

  • Staff Members: Responsible for recognising and responding to indicators of vulnerability and escalating concerns where appropriate.
  • Managers: Provide support to staff dealing with vulnerable customers and ensure adherence to this policy. Monitor adherence to the policy and provide updates based on regulatory or legislative changes.

Training and Awareness

Renewable Energy Services Team Ltd will:

  • Deliver regular training to ensure employees are equipped to handle vulnerable customers appropriately.
  • Provide resources and guidance to staff to promote understanding of this policy.

Monitoring and Review

This policy will be reviewed annually, or more frequently if required, to ensure it remains relevant and effective. Feedback from staff and customers will be taken into account during the review process.

Contact Information

For queries regarding this policy, please contact us on 03330 129034, or send an email to info@rest-uk.com

Updated: January 2025