DIAMOND BROTHERS VULNERABLE CUSTOMER POLICY

Purpose

At Diamond Brothers, we are committed to delivering fair, respectful, and accessible services to all customers. This policy outlines how we identify and support customers who may be in vulnerable circumstances, ensuring they are not disadvantaged when using our services.

Scope

This policy applies to all employees, contractors, and representatives of Diamond Brothers who interact with customers at any stage of the customer journey.

Definition of Vulnerability

A vulnerable customer is someone who, due to personal circumstances, may be at greater risk of harm or disadvantage, particularly when making decisions or engaging with our services. Vulnerability may arise from:

• Physical or mental health conditions
• Physical or mental health conditions
• Learning disabilities or cognitive challenges
• Financial difficulties
• Significant life events (e.g. bereavement, relocation, family changes)
• Age-related factors
• Language barriers or limited literacy
• Stressful or time-sensitive situations (e.g. urgent service needs)

Our Commitment

Diamond Brothers is committed to:

• Treating all customers with dignity, empathy, and patience
• Recognising and responding appropriately to signs of vulnerability
• Communicating clearly and in a way that is easy to understand
• Making reasonable adjustments where possible
• Ensuring no customer is treated unfairly or discriminated against

Identifying Vulnerable Customers

Our staff are trained to recognise potential indicators of vulnerability, including:

• Difficulty understanding information or instructions
• Signs of distress, confusion, or anxiety
• Repeated questions or uncertainty in decision-making
• Disclosure of personal challenges

Customers are not required to disclose vulnerabilities. Any disclosure will be handled sensitively and respectfully.

Supporting Vulnerable Customers

Where a customer is identified as vulnerable, Diamond Brothers may:

• Adapt communication style (e.g. slower pace, simplified language)
• Provide information in alternative formats where possible
• Allow additional time for decisions or service arrangements
• Offer flexible service options where appropriate
• Involve a trusted third party where authorised by the customer
• Signpost to external support organisations if relevant

Staff Responsibilities and Training

All Diamond Brothers staff will:

• Complete training on identifying and supporting vulnerable customers
• Act with professionalism, empathy, and discretion
• Escalate concerns to management where additional support is required

Management will:

• Support staff in handling complex or sensitive situations
• Ensure this policy is consistently applied across the business

Data Protection and Confidentiality

Any information relating to a customer’s vulnerability will be:

• Treated as confidential and sensitive
• Recorded only when necessary to provide appropriate support
• Stored and processed in accordance with applicable data protection laws

Monitoring and Continuous Improvement

Diamond Brothers will:

• Regularly review this policy and related procedures
• Take feedback from customers and staff into account
• Make improvements to ensure best practice is maintained

Complaints and Escalation

If a customer feels they have not been treated fairly, they can raise a complaint through our complaints procedure. Additional support will be provided to vulnerable customers during this process.

Review

This policy will be reviewed annually or sooner if required to reflect changes in regulation or business operations.