Vulnerable Customer Policy

Renewable Energy Services Team Ltd is committed to ensuring that all customers are treated fairly and with respect, particularly those who may be in vulnerable circumstances. This policy outlines our approach to identifying, supporting and engaging with vulnerable customers, so they receive the assistance they need while accessing our services.

The purpose of this policy is to:

• define what is meant by a vulnerable customer;
• set out how we identify and support vulnerable customers;
• ensure compliance with relevant UK legislation and regulations;
• promote a culture of sensitivity and understanding when dealing with vulnerable customers.

This policy applies to all employees, contractors and agents of Renewable Energy Services Team Ltd who interact with customers directly or indirectly.

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to detriment. Vulnerability may be permanent, temporary or fluctuating, and can result from factors such as:

• physical or mental health conditions;
• life events such as bereavement, divorce or redundancy;
• low literacy, numeracy or understanding of financial matters;
• language barriers;
• financial difficulties.

We recognise that identifying vulnerability is not always straightforward. Indicators may include:

• verbal or written communication that suggests confusion, distress or difficulty understanding;
• repeated queries about the same issue;
• disclosures about personal circumstances affecting the individual's ability to engage effectively.

All staff should listen actively and empathetically, observe customer behaviour for signs of vulnerability, and ask open-ended questions to better understand the customer's situation.

To support vulnerable customers effectively, we will:

• provide training to staff on recognising and addressing vulnerability;
• offer alternative communication methods, such as large print, braille or interpreter services;
• allow additional time for discussions and decision-making where necessary;
• signpost customers to relevant external organisations or support services;
• ensure all interactions are recorded accurately, so customers do not need to repeat sensitive information.

Staff members are responsible for recognising and responding to indicators of vulnerability, and escalating concerns where appropriate.

Managers provide support to staff dealing with vulnerable customers, ensure adherence to this policy, and monitor and update it in line with regulatory or legislative changes.

We will deliver regular training to ensure employees are equipped to handle vulnerable customers appropriately, and provide resources and guidance to staff to promote understanding of this policy.

This policy is reviewed annually, or more frequently if required, to ensure it remains relevant and effective. Feedback from staff and customers is taken into account during the review process.

For queries regarding this policy, please contact us on 03305 202053, or by email at info@rest-uk.com.