Vulnerable Customer policy

VULNERABLE CUSTOMER POLICY

At Keens, we are committed to identifying, assessing and managing vulnerable customers with particular care to follow the correct regulations and guidelines.
We endeavour to treat all customers, who we may be defined as being vulnerable, in a respectful and careful manner.

It is important that customer vulnerability is part of our staff training. With care being taken on how to identify and assess our interactions, ensuring care and professionalism.

We are mindful of the various types of vulnerability, and we are especially careful to be alert to any apparent situations.

We are aware a vulnerable person could be someone who for whatever reason, is unable to make an informed decision, at the time of dealing with them. This could include for example persons with language barriers, communicative difficulties or hearing difficulties.

We also are aware to be alert to persons demonstrating difficult current financial situations, and to take these observations into proper account. This would include persons with low declared income and/or demonstrating financial frailties or unsophistication.

In these notable occasions for example, we would recommend the person in question seek to instruct a competent person to assist them as an interpreter or communicator on their behalf.
In other situations for example where the person/s are demonstrating mental incapacity, we would encourage the person/s seek independent professional advice.

As a company we aim to undertake relevant current and helpful research to improve and maintain staff consistency and training in relation to our vulnerable customer care and procedures.

We do not keep or store any personal information on the vulnerability of any customers.

If any reasonable thoughts of vulnerability is considered. It is our policy to ensure no stress or burden is placed upon the customer. Customer care is so important to us, and our company ethos.

Our vulnerable customer policy, is discussed at meetings on a quarterly basis, with the intentions to ensure we continue our care and duty. To help develop and understand changes in behaviours and other relevant only information to keep up to date with the ever-changing sphere of customer care.

Our employees are to be familiar with our policy and procedures and to be able to act in this regard. They are to professionally report any instances of vulnerable circumstance.