Where Saints Go: Vulnerable Customer Policy

1. Introduction Where Saints Go is committed to treating all customers fairly and with respect, including those who may be in vulnerable circumstances. As we offer a 12-month finance agreement for our products, we recognise the importance of identifying and supporting customers who may face challenges that affect their ability to make informed financial decisions.
2. Purpose The purpose of this policy is to ensure that vulnerable customers are treated with empathy, fairness, and transparency. This policy sets out our approach to identifying, communicating with, and supporting vulnerable customers throughout their interactions with Where Saints Go.
3. Definition of Vulnerable Customers A vulnerable customer is anyone who, due to their personal circumstances, is particularly susceptible to harm, particularly when making financial decisions. Vulnerabilities may be temporary, permanent, or situational and can include (but are not limited to):

• Physical or mental health conditions
• Cognitive impairments
• Recent life events such as bereavement or job loss
• Financial difficulties or debt problems
• Language or communication barriers

4. Identifying Vulnerable Customers Online Since most of our sales are conducted online, we recognise the challenges in directly identifying vulnerable customers. Therefore, we implement the following measures:

• Clear and accessible website content: Ensure that all product and finance information is written in plain language and free of jargon.
• Prominent display of key information: Finance terms, repayment obligations, and customer support contact details will be prominently displayed on relevant pages.

5. Communication Practices We aim to communicate with customers in a way that is clear, considerate, and supportive:

• Use plain language and avoid jargon.
• Provide information in alternative formats upon request.
• Offer additional time for customers to make decisions.
• Ensure email and website communications contain customer support information.

6. Assessing Affordability and Financial Situations To ensure that finance agreements are suitable and manageable for customers:

• Clearly explain the terms and conditions of the finance agreement, including repayment amounts, interest rates, and consequences of missed payments.

7. Supporting Vulnerable Customers Online When a vulnerable customer is identified or self-identifies, we will:

• Handle their inquiry with sensitivity and respect.
• Offer reasonable adjustments to accommodate their needs.
• Refer them to independent financial advice if appropriate.
• Provide clear and supportive information to help them make informed decisions.

8. Staff Training Our staff will receive regular training to:

• Recognise signs of vulnerability in online communications.
• Communicate effectively and empathetically with vulnerable customers.
• Understand the importance of fair treatment and compliance with relevant regulations.

9. Data Protection and Confidentiality We will handle all customer information, including any information related to vulnerabilities, in compliance with data protection regulations. Sensitive information will be kept confidential and shared only when necessary to provide appropriate support.
10. Monitoring and Continuous Improvement We will regularly review and update this policy to ensure it remains effective and aligned with best practices and regulatory requirements. Feedback from customers and staff will be used to improve our approach.
11. Complaints Handling If a vulnerable customer is dissatisfied with the service they receive, they can submit a complaint through our standard complaint’s procedure. All complaints will be handled fairly, promptly and sensitively.

Contact Information For questions or concerns related to this policy, please contact our customer service team at [email protected].