Vulnerable Customer Policy Statement

Vulnerable Customer Policy Statement

Our Commitment

At Car or Van Specialist Vehicle Hire Ltd, we are committed to treating every customer fairly, respectfully, and with understanding. We recognise that some customers may, either temporarily or permanently, be in a vulnerable situation that affects their ability to make decisions, communicate effectively, or manage their rental arrangements.

Whilst the majority of our business is conducted on a business-to-business basis, we appreciate that individuals may still require additional support. We are committed to providing a service that is accessible, compassionate and tailored to individual needs wherever reasonably possible.

What We Mean by Vulnerability

A customer may be considered vulnerable for many reasons, including but not limited to:

• Physical disability or mobility issues.
• Hearing, visual or speech impairments.
• Mental health conditions.
• Learning disabilities or cognitive impairment.
• Serious illness or bereavement.
• Financial hardship.
• Temporary circumstances such as stress, accident, injury or major life events.
• Difficulty understanding written or verbal information.
• English not being their first language.

We understand that vulnerability can affect anyone at any time and may be temporary or long-term.

How We Will Help

Where we become aware that a customer may require additional support, our team will:

• Treat every customer with dignity, patience and respect.
• Take additional time to explain our rental process, charges and responsibilities.
• Communicate in plain, easy-to-understand language.
• Repeat or clarify information where required.
• Allow a trusted family member, friend or authorised representative to assist where appropriate.
• Be flexible with communication methods wherever reasonably possible.
• Never pressure customers into making decisions.
• Ensure customers have sufficient opportunity to ask questions before entering into any agreement.

Staff Training

Our team are encouraged to recognise signs that a customer may require additional assistance and to respond with empathy and professionalism. Where appropriate, staff may adapt their communication style or escalate matters to a senior member of the team to ensure the customer receives appropriate support.

Fair Treatment

We are committed to:

• Treating all customers consistently and fairly.
• Making reasonable adjustments where practical.
• Protecting customer confidentiality and personal information.
• Ensuring vulnerable customers are not disadvantaged during the rental process.

Contacting Us

If you believe you or someone acting on your behalf may require additional support, please let us know as early as possible. This enables us to tailor our service to your individual needs and ensure we provide the best possible customer experience.

Our team can be contacted on 01268 411334 or by email at hire@carorvan.co.uk.

At Car or Van Specialist Vehicle Hire Ltd, we believe excellent customer service means recognising that every customer is different. We are committed to going the extra mile to ensure all customers receive a professional, supportive and respectful service throughout their rental journey.