Vulnerable customer policy

Purpose
The purpose of this policy is to ensure that the operations and offerings of All About Living Limited do not
negatively impact vulnerable customers. For the purposes of this policy, vulnerable customers are
customers whose ability or circumstances require us to take extra precautions in the way that we
sell our products and services.
Identifying a vulnerable customer
All our staff are appropriately trained to identify vulnerable customers, enabling the business to take
additional steps to assist those customers, outside of our standard procedures. It is not always
possible for our employees to identify these characteristics, therefore if you believe you fit the
criteria of a vulnerable customer, please notify us of your needs.
Vulnerable customers
In order for us to identify vulnerable customers, we have selected certain groups of customers that
may be vulnerable. We appreciate that not all customers that fit into these groups will be vulnerable,
and these groups will not pick up all vulnerable customers, however, we will consider customers
individual circumstances where a potential vulnerability exists. These groups have been identified
below:
• Customers with communication difficulties (including learning difficulties, hearing difficulties,
dyslexia and English not being their first language)
• A customer with a reduction in physical or mental capacity
• Customers with health issues - illness, whether physical or mental illness, severe or long term
• A sudden diagnosis of serious illness to the customer or close family member
• Personal circumstances of the customer – factors such as financial difficulties, bereavement,
caring responsibilities or redundancy
• The customers age, particularly older and younger people. For example, a younger person
may be considered inexperienced and the older person may be less technologically able
Signs we look for from the customer
• Does the customer ask us to speak up or speak slower?
• Does the customer understand what we are saying, or do they miss important bits?
• Does the customer appear confused about what is being offered?
• Does the customer ask any unrelated questions?
• Does the customer struggle to stay on topic during the conversation?
• Does the customer keep repeating themselves?
• Does the customer take a long time to answer questions or say that someone else deals with
these things for them?
• Does the customer have a language barrier?
• Does the customer say they don’t understand their bank statements, a previous phone
conversation, or recent written correspondence?
Classification: Public
Engagement with vulnerable customers
If a member of our team believe we are engaging with a vulnerable customer, whether this is through
our identification, or advice from the customer, we will:
• Immediately make a record of this and ensure we adhere to this policy
• Provide additional opportunities for the customer to ask questions about the information we
have provided
• Show patience and emphasis where appropriate
• Continuously seek confirmation that the customer has understood the information that has
been provided
• Ask the customer to explain to us what they understand the agreement to be
• Do not make assumptions about a customer’s needs
• Ask the customer to explain to us what they understand the agreement to be
• Always remember that the customer we are speaking to may sometimes be forgetful or
overly trusting and believe that a sales representative is always acting in their best interest
• Listen for what is not being said, for example, lack of questions about price, lack of
commitment, timing of responses, extended silences
• Ensure the customer is not overextending and buying products surplus to requirements
• Ask if there is anybody with the customer who is able to assist. If not, and we believe this will
be beneficial, we will make arrangements to continue with the subject matter at another time
• Offer the customer the opportunity to complete the transaction after a period of further
consideration
If we can’t assist a customer, we will try and make sure that they understand what alternative options
are available to them.