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Vulnerable Persons Policy – Customer

We understand the importance for our customers to receive the appropriate information about the products and services that we offer, to enable them to make an informed decision. Entering into a vehicle hire, finance or service agreement with it’s imposed terms and conditions involves a long term financial commitment, so it is vital that our customers fully understand their obligations. There are occasions, when someone who, due to their personal circumstances, may be vulnerable and therefore especially susceptible to detriment. We therefore need to ensure that we consider the circumstances of each individual and during our dealings with them, tailor our approach, removing any barriers that restrict the customer accessing our products and services and achieving a satisfactory outcome.

A customer may reveal information that suggests that they could be vulnerable (self- identification) or we may recognise certain behaviours which could indicate that a customer
is potentially vulnerable and our staff will ask suitable questions where appropriate and actively listen to responses.

The over riding principle in our dealings with any vulnerable customer is that fair outcomes are achieved throughout the customer journey.

We will always deal with our customers respectfully and with integrity.