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VULNERABLE CUSTOMER POLICY
 

The purpose of this policy is to ensure that the operations of Half Prime Protection (a brand of Halfstep Business Limited) do not have any negative impact on vulnerable customers.
 

For the purposes of this policy, vulnerable customers are individuals whose personal circumstances or abilities require us to take extra precautions in the way we sell and provide our services, ensuring they are not disadvantaged in any way.
 

What is a Vulnerable Customer?

A vulnerable customer is defined 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.”

As a company that provides support and maintenance cover services, we are committed to treating all customers fairly and with additional care where vulnerabilities may exist.


Identifying a Vulnerable Customer

Our team is trained to identify vulnerable customers so that we can take extra steps beyond our standard procedures. However, it's not always possible to identify vulnerability immediately. If you believe you may be a vulnerable customer, we encourage you to review this policy and notify us of any specific needs.



Common Vulnerability Groups

We understand that vulnerabilities can arise in many forms. The following are examples (but not an exhaustive list) of circumstances that may indicate vulnerability:

  • Communication difficulties (e.g., learning difficulties, limited English proficiency, dyslexia)

  • Reduced physical or mental capacity

  • Serious illness (mental or physical), whether short- or long-term

  • Recent diagnosis of a serious illness (self or family member)

  • Personal circumstances such as bereavement, financial hardship, caring responsibilities, or job loss

Age-related factors (both younger and older customers may need tailored support)

Our Commitment When Engaging With Vulnerable Customers


If we identify or are informed that we are dealing with a vulnerable customer, we will:

  • Record this sensitively and handle your case in accordance with this policy

  • Provide more opportunities for you to ask questions about the information we've shared

  • Regularly confirm your understanding throughout the conversation

  • Ask if there is someone present who can support you; if not, we may reschedule to a more suitable time if needed

  • Allow extra time for you to consider any decisions before proceeding

  • Where we cannot assist, guide you toward appropriate alternatives or support options


To Register as a Vulnerable Customer


Email: support@halfprimeprotection.co.uk
Phone: +44 (0) 1234 247 847
Company Name: Halfstep Business Limited
Brand Name: Half Prime Protection
Company Number: 15095638
Registered Office Address: 124 City Road, London, England, EC1V 2NX
 

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