Vulnerable Customers Policy
Vulnerable Customers Policy
At FleetEV, we are committed to treating all customers fairly and with respect, particularly those who may be in vulnerable circumstances. This policy outlines how we identify, support, and protect vulnerable customers throughout their journey with us.
What is a Vulnerable Customer?
A vulnerable customer is someone who may:
Struggle to make informed decisions (e.g. due to language barriers, mental health, or lack of experience)
Be at risk of harm (financial, mental, or physical) from financial products or services
Who Might Be Vulnerable?
Vulnerability can affect anyone. Common examples include:
First-time or inexperienced credit users
Customers with poor or limited credit history
Individuals with mental health conditions
Non-native English speakers
Elderly customers
Public sector workers under stress
Benefit claimants or those with unstable income
Customers with family or financial pressures
How We Support Vulnerable Customers
We tailor our approach to meet individual needs by:
Allowing extra time and encouraging questions
Explaining information clearly and avoiding jargon
Offering documents in different formats or languages
Encouraging customers to bring a trusted third party
Providing flexible appointment times and communication methods
Creating a pressure-free, customer-led sales experience
Identifying Vulnerability
Our team is trained to recognise signs such as:
Confusion, anxiety, or difficulty understanding
Repeated questions or slow responses
Physical or verbal indicators of distress
We do not diagnose conditions but ensure any concerns are handled sensitively and appropriately.
Providing Additional Support
Where needed, we:
Adjust our services to suit individual circumstances
Clearly explain risks and options
Encourage customers to take time and seek external advice
Signpost to trusted support organisations (e.g. debt advice, mental health charities)
Our Commitment to Fair Treatment
We follow FCA Consumer Duty principles by:
Presenting clear, balanced information
Highlighting both benefits and risks
Ensuring customers fully understand their decisions
Avoiding pressure or misleading practices
Continuous Monitoring & Improvement
We:
Record and review how vulnerable customers are supported
Monitor outcomes to ensure fair treatment
Continuously improve our processes based on feedback and data
Our Promise
FleetEV is committed to:
Inclusive, accessible services for all customers
Ethical and responsible lending practices
Supporting customers to make informed, confident decisionsFleetEV Limited is committed to designing products and processes that cater to the broad range of real consumer experiences, ensuring inclusivity and better performance for all customers. If you have any questions or feedback about our Vulnerable Customers Policy, please contact us at compliance@fleetev.com
