Vulnerable Customer Policy

Vulnerable Customer Policy - Allman Cars Limited

For the purposes of this policy vulnerable customers are considered as individuals whose ability or circumstances require us to take extra precautions in the way that we conduct business and provide our services to ensure that they are not disadvantaged in any way, and are completely able to make an informed decision.

The Financial Conduct Authority (FCA) defines a vulnerable customer as "someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care."

Our staff are trained to identify vulnerable customers so we can take extra steps to assist outside of our standard procedures. However, it is not always possible to recognise these characteristics, therefore if you believe you may fit the criteria for a vulnerable customer, please read this policy and notify us immediately of your needs.

Signs we look out for:

Do they understand what we are saying, or do they miss important bits?

Do they keep wandering off the point in the discussion and talk about irrelevant things or things that do not make sense?

Do they understand what we are saying, or do they miss important bits?

Do they say they do not understand their statements, a previous phone conversation or recent written correspondence?

Do they appear confused about what is being offered?

Do they ask any unrelated questions?

Do they take a long time to answer questions or say that someone else deals with these things for me?

Do they keep repeating themselves?

Do they have a language barrier?

Steps we take to support vulnerable customers:

If the customer is applying for a finance product, we will always inform the lender of their vulnerability to ensure all steps are taken to meet their needs. We will also log this on our Vulnerable Customer log.

We do not rush the process, as it may take time for the customer to gather relevant information such as account details.

We remain patient and empathetic where appropriate.

We ask the customer to explain their understanding of the agreement.

We keep discussions focused on the relevant subject.

We speak slowly, clearly, and explain everything fully.

We offer alternative communication methods including phone, post, email, and in person.

We do not assume the person can hear everything, as they may have a hearing impairment.

We remain aware that customers may be forgetful or overly trusting.

We listen for what is not being said, such as lack of questions about price or hesitation.

We do not assume the person is able to read or see clearly.

We do not make assumptions about a customer's needs.

We ask if they need to consult anyone else before making a decision.

We ask if there is a better time to discuss matters.

Before forming a contract, we ensure the customer understands the decision, why it is required, and the consequences. We also ensure they have sufficient time to review the agreement and make an informed decision.

Contact Us

To discuss this policy in more detail or to register yourself as a vulnerable customer, please contact us:

In writing to;

Allman Cars Limited

Winnington Lane, Winnington, Northwich, CW8 4DB

Finance Customers

If you are unhappy with our decision or how your case has been handled, you can contact the finance company. As we partner with a panel of lenders, their contact details can be found on your contracts/policies or will be provided upon request. You can also contact the Financial Ombudsman Service to investigate your complaint.

The Financial Ombudsman is a free, independent service for resolving disputes between customers and financial services institutions. You must contact them within 6 months of receiving our final response letter, and they will require this letter as a summary of our investigation.

More information can be found at www.financial-ombudsman.org.uk

From a UK landline: 0800 023 4567
From a UK mobile: 0300 123 9123