Purpose

We recognise that some customers may be vulnerable due to age, illness, disability, financial hardship, or other personal circumstances. This policy ensures they are treated with care and fairness.

 

Definition of a Vulnerable Customer

A vulnerable customer is anyone at greater risk of harm or disadvantage when engaging with our services, including elderly customers, those with disabilities, financial challenges, or communication barriers.

 

Our Commitment

We commit to respect, dignity, accessibility, clarity, confidentiality, and support for vulnerable customers.

 

Identifying Vulnerable Customers

Staff should be alert to signs such as difficulty understanding information, confusion, repeated clarification, or signs of distress.

 

How We Support Vulnerable Customers

We offer longer appointments, allow carers, provide clear written information, adapt payment options where possible, and refer to support services when needed.

 

Staff Responsibilities

Staff must show patience and empathy, escalate concerns to management, and record where additional support has been provided.

 

Monitoring & Review

Complaints and feedback about vulnerable customers are reviewed regularly, staff receive training, and the policy is updated annually.

 

Contact Information

Phone: 0141 889 3221

Email: [email protected]

Address: 1A Greenock Road, Paisley, PA3 2LB