Vulnerable Customer Policy

Clickgolf.co.uk - Vulnerable Customer Policy

The purpose of this policy is to ensure that the operations of Medway Golf Centre Ltd do not have any negative impact upon vulnerable customers.

For the purpose of this policy vulnerable customers 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, to ensure that they are not disadvantaged in any way.

What is a vulnerable customer?

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.” The FCA expects firms like ourselves to treat customers fairly when we are dealing with people with vulnerable circumstances.

Identifying a vulnerable customer

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 particular needs. Our contact details can be found at the end of this Policy.

We recognise that certain groups of customers may be vulnerable. Whilst not all customers in these groups may be vulnerable, we will consider a customer’s individual circumstances where a potential vulnerability is identified. These groups may include but are not restricted to:

• Customers with communication difficulties including learning difficulties such as dyslexia and English not being their first language.
• A customer with a reduction in physical or mental capacity
• Customers with health issues – illness whether physical or mental illness, severe or long
• A sudden diagnosis of serious illness to the customer or close family
• Personal circumstances of the customer – factors such as financial difficulties, bereavement, caring responsibilities or redundancy
• The customer’s age, particularly older and younger people. For example, a younger person may be considered inexperienced, and the older person may be less technologically able

Our key principles when engaging with a vulnerable customer

As soon as we think we may be engaging with a vulnerable customer, whether this is through our identification or you are approaching us we will:

• Immediately make a record of this and ensure we adhere to this policy
• Provide additional opportunities for you to ask questions about the information we have provided
• Continuously seek confirmation that you have understood the information that has been provided
• Ask if there is anybody else who is able to assist you. If not, and we believe this will be beneficial, we will make arrangements to continue with the subject matter at another time
• Offer you the opportunity to complete the transaction after a period of further consideration

If we cannot help a customer we will try and make sure that they understand what alternative options are available to them.

To register as a vulnerable customer

If you wish to register as a vulnerable customer please contact our customer care team:

• Email: [email protected]
• Phone: 01622 891675

In writing to :

Medway Golf Centre Ltd

Unit 11 Headcorn Business Park

Maidstone Road

Headcorn

TN27 9PJ

Vulnerable Customer Policy - Clickgolf.co.uk