1. Purpose
Furniturebox is aware that some of our consumers may need additional support when using our services and the purpose of this policy is to ensure that the operations of Furniturebox do not have any negative impact upon vulnerable consumers. For the purposes of this policy, vulnerable consumers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell and provide our services in order to ensure that our consumers are not disadvantaged in anyway and are given any additional support and information they may require.
2. What is a vulnerable consumer?
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 the appropriate levels of care”. The FCA expects firms like Furniturebox to treat customers fairly when we are dealing with Vulnerable Consumers.
3.Vulnerable groups
Furniturebox recognises that certain groups of consumers may be vulnerable, however not all people in these groups are vulnerable. Furniturebox will consider a consumer’s individual circumstances and any additional support needed when a potential vulnerability is identified.
These groups may include but are not limited to the following: -
• Consumers with health issues or illness, whether physical or mental illness, long term or short term.
• Consumers with reduced physical or mental capacity
• Consumers with communication difficulties
• Consumers with visual or hearing impairments
• Consumers personal circumstances such as financial difficulties, bereavements, caring responsibilities,
mobility.
4. Identifying a vulnerable consumer
When talking with consumers over the phone or by e-mail, it is often difficult to identify a vulnerable
consumer and to recognise whether the prospective consumer requires additional information and guidance to enable them to make an informed decision. For this reason, it is extremely important to listen carefully to all consumers and aim to recognise people who may be classed as a vulnerable consumer.
Typical telephone signs could include the following: -
• An inability to hear or understand what is being said
• Repeated questions of a similar nature
• Comments or answers which are inconsistent with the telephone discussion or which indicate they have
not understood the information which has been provided.
• Verbal confirmation that they do not understand or that they require the assistance of somebody else in
decision making.
5. Our core principles when communicating with vulnerable consumers
As soon as we have identified or have concerns, we are dealing with a vulnerable consumer, we will
do the following: -
• Our staff member will immediately make a record of this and ensure we will adhere to this policy.
• We will continuously seek confirmation from the consumer that they have understood the
information we are providing.
• We will provide additional opportunities for the consumer to ask any questions about the
information we are providing them with.
• We will provide the consumer with any additional information they need, for example larger print,
simplified or image instructions.
• We may ask if there is anyone with the consumer that can assist them. If not, we may deem it
beneficial that we continue with the matter at a different time and make arrangements to do this
with the consumer.
If you need any further information on our Vulnerable Consumers Policy or would like to contact us,
please find our contact details below: -
E-Mail – sales@furniturebox.co.uk
Phone – 01747 863333
In Writing – Furniturebox Unit 6, Indurant Park, Chippenham, Wiltshire, SN15 5BD, UK