Furniture & Choice has a Vulnerable Customer Policy to ensure the way in which we act and manage our business does not have a negative impact upon vulnerable customers.
The Financial Conduct Authority defines a vulnerable customer as someone who, due to their personal circumstances, is especially susceptible to harm - particularly when a firm is not acting with appropriate levels of care. Further details may be found on the FCA Website.
These could be poor health, such as cognitive impairment, life events such as new caring responsibilities, low resilience to cope with financial or emotional shocks and low capability, such as poor literacy or numeracy skills.
Furniture & Choice is a Credit Broker, not a Lender and as such has no information on its customers credit history, income or financial status.
Furniture & Choice is committed to achieving good outcomes for vulnerable customers. All our Customer Service Team Members are trained to take steps to identify possible vulnerable customers, be flexible in our service provision and provide any further assistance they may require.
When contacting our customer service team, one or more of the following indicators may become apparent during a telephone, email or webchat conversation.
– Are they coherent and fluent in the language being used?
– Are you sure they understand the relevant details and terminology?
– Has the customer indicated they may have a disability or impairment impacting on their ability to understand the conversation?
– Do they understand what you are saying?
– Do they ask you to slow down or to speak louder?
– Is the customer coherent?
– Does the customer respond to your questions in a timely manner or are they struggling to understand and process the information?
Our customer service team members are trained to:
– Ensure that our customers are able to hear and clearly understand the information provided.
– Double checking with the customers that they fully understand information when given.
– Actively listen, allowing customers to communicate at their own pace, while remaining patient and empathetic.
– Offer alternative customer service communication channels as appropriate, such as telephone, email or webchat.