Vulnerable Consumer Policy
1. Policy Statement
At Tesscon, we are committed to treating all customers fairly and with respect. We recognise that some customers may be vulnerable due to their personal circumstances and may require additional support to ensure they can access our services effectively. This policy outlines how we identify and support vulnerable consumers, in line with guidance from the Which? Trusted Traders scheme.
2. Definition of a Vulnerable Consumer
A vulnerable consumer is someone who, due to personal circumstances or characteristics, is significantly more likely than the average person to be at risk of harm—especially in how a business interacts with them. Vulnerability may be temporary, situational, or permanent.
3. Examples of Vulnerability
We understand that vulnerability can arise from a range of factors, including but not limited to:
- Health conditions: physical or mental health issues, cognitive impairments, or sensory loss.
- Life events: bereavement, divorce, job loss, or recent trauma.
- Communication challenges: low literacy, speech disorders, learning difficulties.
- Financial issues: low financial capability, debt, or bankruptcy.
- Age-related concerns: such as mobility challenges or confusion.
Note: We do not assume vulnerability based on age, disability, or any single characteristic.
4. Identifying Vulnerability
All staff interacting with customers are trained to identify potential signs of vulnerability, including:
- Disclosures of specific conditions or life events
- Difficulty understanding or processing information
- Repeated questions or confusion during conversations
- Indirect references to distress, hardship, or reliance on others for decision-making
5. Supporting Vulnerable Consumers
Where a customer is identified as potentially vulnerable, we will take reasonable steps to support them. Adjustments may include:
- Using a preferred method of communication (email, phone, or via an authorised representative)
- Allowing extra time to explain services or make decisions
- Providing written information in larger print or simplified format
- Assigning a consistent point of contact within Tesscon
- Offering flexible appointment times, such as early morning or specific time slots
- Providing alternatives for online services or payments, where feasible
6. Staff Responsibilities and Training
- All customer-facing staff will receive training to recognise and respond to vulnerable consumers appropriately.
- Designated staff members will oversee vulnerable customer matters and provide guidance to colleagues when needed.
- Staff will be trained on data protection regulations relating to sensitive personal data and the importance of gaining clear, informed consent before recording any vulnerability-related information.
7. Consent and Data Protection
We will only record or use information about a customer’s vulnerability with their explicit, informed consent. Any such data will be handled securely and in accordance with the Data Protection Act and GDPR.
8. Monitoring and Review
This policy is reviewed annually or as required in response to changes in legislation, guidance, or business practices. Feedback from staff and customers will inform future updates.
