Vulnerable Customer Policy

A vulnerable customer is anyone who, due to their personal circumstances, may be at greater risk of detriment when buying or using our products or services. Vulnerability can be permanent, temporary, or situational, and may not always be visible. Examples include:

• Older adults, including those living alone or in care
• Customers with physical, sensory, or cognitive impairments (including dementia)
• Customers experiencing mental health difficulties
• Customers in financial hardship or debt
• Customers recently bereaved or going through a major life transition
• Customers whose first language is not English
• Customers with low digital literacy or limited access to the internet

This list is not exhaustive. We train our staff to recognise vulnerability in all its forms and to respond with appropriate care — never to make assumptions or require proof of a customer's circumstances.

When we identify or are told that a customer may be vulnerable, we commit to:

• Listening without judgement — taking the time to understand the customer's individual needs
• Communicating clearly — avoiding jargon, speaking slowly, and confirming understanding
• Allowing extra time — never rushing a vulnerable customer through a decision
• Offering flexibility — extending return windows, payment plans, or support options where needed
• Protecting the customer's data — recording vulnerability flags sensitively and securely, shared only with those who need to know
• Prioritising support — vulnerable customers are placed at the front of our support queue

We offer a range of additional support measures tailored to each customer's needs:

If you tell us you are — or someone you care for is — a vulnerable customer, we will record this on your account so you do not have to explain your circumstances again. This information is:

• Treated in strict confidence
• Used only to improve the support and service you receive
• Never shared with third parties without your explicit consent (except where required by law)
• Removable at any time — just ask us to remove the flag and we will

You can tell us about a vulnerability at any time — when placing an order, during a support call, or by emailing us. There is no need to provide medical evidence.

We take seriously our responsibility to help prevent customers from making purchases they may not understand or be able to afford. If we have reason to believe a customer may be vulnerable, we will:

• Take additional steps to confirm the customer understands what they are buying before processing the order
• Offer to speak with a trusted family member or carer (with the customer's permission)
• Provide information in a format that suits the customer's needs (e.g. large print, simplified summary)
• Decline to process a transaction if we believe the customer is being coerced or does not have the capacity to make an informed decision — and signpost to appropriate support services

If you believe a family member has made a purchase they did not intend or understand, please contact us immediately and we will halt the order and arrange a full refund.

All staff who interact with customers receive training on identifying and supporting vulnerable customers. This includes recognising the signs of vulnerability, communicating sensitively, and knowing when and how to escalate a situation. Training is refreshed regularly.

Our team is empowered to make reasonable adjustments at their discretion — without requiring management approval — so that support is immediate and genuine.

If you feel we have not followed this policy or have treated you or a loved one unfairly, we want to know. Please raise your concern with us directly:

We will acknowledge your complaint within 1 working day and aim to resolve it within 5 working days. If you are not satisfied with our response, you may escalate to the Financial Ombudsman Service or seek advice from Citizens Advice.

This policy is reviewed at least annually and updated whenever there are changes in relevant UK law or regulatory guidance. The current version was last reviewed in June 2026.