Vulnerable Customer Policy

Last updated: September 18, 2025

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1. Introduction

At Reflect Lighting, customer care goes beyond transactions. We are committed to treating every customer with fairness, empathy, and respect — especially those who may be more vulnerable due to personal circumstances.

We recognise that some customers may face greater challenges when making decisions or accessing services. Our responsibility is to ensure they receive additional care and support so that they are not placed at a disadvantage.

A vulnerable customer is someone who, due to personal circumstances, is at higher risk of experiencing harm or detriment. This may arise from factors such as:

• Physical disabilities

• Long-term illness or severe health conditions

• Mental health challenges

• Financial hardship

• Life events such as bereavement, divorce, or job loss

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2. Identifying Vulnerable Customers

Our team is trained to identify potential signs of vulnerability. Indicators may include:

• Difficulty communicating or understanding information

• Cognitive impairments or memory issues

• Signs of distress or confusion during interactions

• Disclosure of health, financial, or personal challenges

By recognising these signs, we can adapt our approach and provide the right level of support.

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3. Supporting Vulnerable Customers

When dealing with vulnerable customers, our guiding principles are:

• Patience – giving customers extra time to process information and make decisions

• Clarity – using simple, jargon-free language and checking understanding

• Respect – ensuring customers feel listened to and not rushed or pressured

• Adaptability – tailoring our communication method (phone, email, written) to the customer’s preference

Where necessary, we may encourage the involvement of a trusted representative, such as a caregiver, next of kin, or authorised third party, to help ensure the customer’s best interests are protected.

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4. Mental Capacity

We are mindful that some customers may have reduced capacity to make decisions independently. In such cases, we will:

• Provide information in a clear and supportive way

• Allow time for consultation with family members or carers

• Respect the involvement of legally authorised representatives

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5. Product Information & Fair Treatment

We ensure that:

• All product literature is written clearly and is accessible

• Customers are encouraged to disclose relevant needs or concerns

• Our product design and sales processes take into account the needs of vulnerable customers

• Every customer is treated fairly, consistently, and without discrimination

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6. Our Commitment

At Reflect Lighting, we are committed to:

• Training staff to recognise and respond appropriately to vulnerable customers

• Handling all interactions with care, empathy, and respect

• Continuously reviewing our policies to align with regulatory guidance and best practice

If you would like more information about our approach to supporting vulnerable customers, please contact us at:
📧 contact@reflectlighting.com