At Nexus Repair UK Ltd, we are committed to treating all our customers fairly and with respect. We understand that some people may find it more difficult than others to engage with our services or make decisions about them, especially during challenging times in their lives. These individuals may be considered vulnerable, and we aim to provide them with the extra care and support they may need.
A vulnerable customer is someone who, due to personal circumstances such as health issues, age, disability, financial difficulties, or a major life event like bereavement, may be at greater risk of harm or disadvantage. We recognise that vulnerability can be temporary or long-term and may not always be obvious.
Our staff are trained to be aware of the different ways vulnerability can appear and are encouraged to listen carefully, show empathy, and take their time when dealing with customers who may need additional support. If a customer tells us that they are experiencing difficulties, we will do our best to offer appropriate help. This might include explaining things more clearly, providing alternative ways to communicate, giving extra time to make decisions, or involving a trusted person with the customer’s permission.
We treat any information a customer shares with us about their situation as confidential and handle it in line with data protection laws. We will only use this information to improve the customer’s experience and provide them with the right level of service.
We regularly review our approach to make sure we are meeting the needs of vulnerable customers and continue to improve the way we support them.
This policy applies to all staff and all areas of our business.
If you have any questions or concerns about these policies, please contact us:
Address: 88a Arcadian Gardens, London, United Kingdom, N22 5AD
Email: [email protected]
Phone: 03316 308 712