Vulnerable Customers

Vulnerable Customer Policy

At BCT Automotive sales, we are committed to treating all our customers fairly and with respect. We understand that anyone can find themselves in vulnerable circumstances, which may affect their ability to make informed decisions about purchasing a vehicle or related financial products.

This policy outlines our approach to identifying and supporting customers who may be in a vulnerable situation.

Our Commitment

We will take all reasonable steps to ensure that customers in vulnerable circumstances are not disadvantaged and experience outcomes as good as those for other customers. Our staff are trained to:

Be patient, empathetic, and flexible in their approach.

Communicate clearly and avoid industry jargon, offering alternative communication methods where necessary (phone, email, in-person).Provide a supportive environment that encourages customers to disclose their needs if they wish to do so.Escalate the matter to a senior manager or a designated "vulnerable customer champion" if a potential vulnerability is identified.

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 harm, particularly if a firm is not acting with appropriate levels of care.

Vulnerability can be permanent, temporary, or situational, and may arise from one or more of the following key drivers:

Health: Physical or mental health conditions, severe or long-term illness, or disability.
Life Events: Major life changes such as bereavement, job loss, divorce, or new caring responsibilities.
Resilience: Low financial or emotional resilience to cope with unexpected shocks.
Capability: Low knowledge of financial matters, limited literacy, or difficulty understanding complex information.

How We Can Help

If you believe you may be in a vulnerable situation, or if you are acting on behalf of someone who is, we encourage you to let us know. Any information you share will be treated with sensitivity and stored securely with your explicit consent, in accordance with data protection legislation.

With your permission, we can:

Adjust our communication style and pace.
Ensure all information is clearly understood before you make a decision.
Note your circumstances on our system so you don't have to repeat yourself to different staff members.
Suggest independent third-party support services or offer options for a family member or carer to assist you (with appropriate authority).

Your well-being is important to us. If you need additional support, please contact us using the details below:

Phone: [Your Phone Number]
Email: [Your Email Address]
In-Person: [Your Dealership Address]

For independent advice, you can also contact the Citizens Advice consumer helpline or The Motor Ombudsman.