Vulnerable customer statement

1. Defining vulnerability

The Financial Conduct Authority (FCA) defines a vulnerable customer as: “Someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”

Vulnerability can take many forms and can be temporary or permanent. Our team is trained to recognise indicators of potential vulnerability, including but not limited to:

• Physical or mental health conditions, including cognitive impairment, dementia, or learning difficulties.
• Age-related challenges, such as sensory loss or physical frailty.
• Temporary life changes, such as bereavement, relationship breakdown, serious illness, or sudden financial hardship.
• Communication barriers, including literacy or numeracy challenges, or situations where English is not the customer's first language.
• Limited experience with online shopping, finance, or complex home-improvement decisions.

2. Our commitment and approach

When presenting products, projects and payment options, we follow these principles:

• Clear communication: we speak plainly, avoid unnecessary jargon, and explain pricing, delivery and credit options in understandable terms.
• Written summaries: we follow up consultations with clear written summaries where appropriate. Funding choices and key order details are provided in writing for review.
• No high pressure: we do not rush decisions. Where helpful, we allow time between a consultation, a quote, and signing a contract so you can review or speak with family or advisers.
• Third-party support: we welcome authorised family members, friends, or legal representatives (such as an attorney) during consultations or applications.
• Accessible channels: you can reach us by phone, email, post, or the Tidio live chat widget on this website. Tell us if you need information in a different format and we will do our best to help.

3. Finance and credit

We act as a credit broker (FRN: 1037496), not the lender. Credit is provided by Novuna Personal Finance, a trading style of Mitsubishi HC Capital UK PLC. Finance is subject to status and affordability.

• We explain that an initial eligibility check may involve a soft search and that a full application may involve a hard search.
• We do not encourage customers to borrow more than they can afford, and we will pause or stop a finance discussion if we believe the customer does not understand the commitment.
• Key finance information is also set out on our finance page and in our privacy policy.

4. What we do if we suspect a customer needs support

If our staff believe a customer does not fully understand the terms of a contract or a credit application, we take protective steps:

• We pause the sales discussion or credit application.
• We recommend that a friend, family member or adviser joins the conversation, or we arrange a follow-up when support is available.
• We provide pricing and key terms in writing to review at the customer's pace.
• Where appropriate, we signpost independent support (for example Citizens Advice or Age UK).

We handle each situation individually, with respect and without assumption about what someone can or cannot decide for themselves.

5. Data privacy and consent

Under UK GDPR and the Data Protection Act 2018, information about health or vulnerability may be special category data. We only record details about vulnerability or accessibility needs if you provide explicit consent, and only where it is necessary to tailor communication or support (for example during a home visit or installation). We do not use that information for marketing.

See our privacy policy for how we handle accessibility and health-related information you choose to share with us.

6. If something goes wrong

If you feel we have not treated you fairly, please tell us. Our complaints policy explains how to raise a product, finance or data-protection concern, and the timescales that apply. You can contact us on 01590 670370 or enquiries@crestwoodcontract.com.