Vulnerable Customer Policy

Vulnerable Customer Policy

At Power2Cycle, we are committed to treating all our customers fairly and with empathy. We recognise that some individuals may find it harder to make informed decisions or may require additional support. This Vulnerable Customer Policy outlines how we identify, support, and communicate with customers who may be in vulnerable circumstances.

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Who is a Vulnerable Customer?

A vulnerable customer is someone who, due to personal circumstances, may be especially susceptible to harm or disadvantage. This could be temporary, long-term, or permanent, and may include:

• Age-related challenges (elderly or very young)

• Physical or mental health conditions

• Learning difficulties or cognitive impairments

• Recent bereavement, divorce, or trauma

• Financial hardship or low income

• Language barriers or literacy difficulties

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Our Commitment

We aim to ensure that vulnerable customers are:

• Treated with respect, patience, and understanding

• Given clear and jargon-free information to help make informed decisions

• Offered alternative ways to communicate if needed

• Never pressured into making purchases or financial decisions

• Supported in a way that meets their specific needs

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Identifying Vulnerable Customers

Our team is trained to look out for signs that a customer may be vulnerable, including:

• Difficulty understanding or remembering information

• Confusion about products or finance options

• Expressing distress, hesitation, or personal difficulties

• Unusual or erratic decision-making behaviour

We always aim to create a safe, supportive environment where customers feel comfortable sharing their needs with us.

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Staff Training & Support

All members of the Power2Cycle team receive training to:

• Understand what vulnerability means in different contexts

• Communicate clearly, kindly, and with empathy

• Offer support or escalate concerns appropriately

Our team is also regularly updated on best practices and relevant guidance from financial and consumer protection authorities.

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Confidentiality

Any information you share with us about your situation will be treated with complete confidentiality. It will only be used to help us offer you the right support and service.

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Need Extra Help?

If you feel you may need additional support, or if you’re shopping on behalf of someone else who does, please don’t hesitate to get in touch:

Phone: (+44) 01603 985015

Email: sales@power2cycle.co.uk

We’re here to help and ensure your experience with Power2Cycle is fair, supportive, and positive—no matter your circumstances.