1. Purpose
Urban Deco recognizes that some of our customers may require additional support when using our services. This policy ensures that Urban Deco's operations do not negatively affect vulnerable consumers. For the purpose of this policy, vulnerable consumers are individuals whose circumstances or abilities require extra care in how we deliver our services. This approach ensures that these customers are not disadvantaged and receive the necessary support and information they need.
2. What is a Vulnerable Consumer?
A vulnerable consumer is defined as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with the appropriate levels of care.” At Urban Deco, we treat all customers fairly, with special attention to vulnerable consumers.
3. Vulnerable Groups
Urban Deco understands that certain groups of consumers may be vulnerable, though not all individuals within these groups will necessarily require additional support. Urban Deco assesses each consumer's unique circumstances to determine any potential vulnerabilities and the appropriate level of care required.
Examples of potentially vulnerable groups include, but are not limited to:
- Individuals with physical or mental health conditions, whether short-term or long-term.
- Consumers with reduced mental or physical capacity.
- Those facing communication challenges.
- Individuals with visual or hearing impairments.
- Consumers dealing with personal difficulties such as financial hardship, bereavement, caregiving responsibilities, or mobility challenges.
4. Identifying a Vulnerable Consumer
When communicating with consumers by phone or email, identifying vulnerability can be challenging. It is vital to actively listen and be attentive to signs that may indicate a consumer needs extra support to make informed decisions.
Potential signs of vulnerability during phone interactions include:
- Difficulty hearing or understanding information provided.
- Repeatedly asking similar questions.
- Responses that seem inconsistent with the discussion or indicate confusion.
- Verbal acknowledgement of difficulty understanding or the need for assistance in decision-making.
5. Core Principles for Communicating with Vulnerable Consumers
Once a consumer is identified or suspected to be vulnerable, Urban Deco staff will:
- Record the concern and ensure adherence to this policy.
- Regularly confirm that the consumer understands the information being provided.
- Allow extra opportunities for the consumer to ask questions.
- Provide additional resources or information, such as materials in larger print, simplified formats, or visual aids.
- Inquire if the consumer has someone available to assist them. If no support is present, staff may suggest continuing the matter at a later time to ensure the consumer receives adequate assistance.
These steps ensure that Urban Deco provides a supportive, fair, and inclusive experience for all customers.
Contact Us
You can reach us for further clarification regarding our Vulnerable Consumers Policy through the following channels:
- Email: hello@urbandeco.co.uk
- Phone: 0116-296-3802
- Address: Urban Deco, Grosvenor House, Grosvenor St, Leicester LE1 3LR, United Kingdom