Organisations seeking to demonstrate that they are at the forefront of handling vulnerable customers should plan to provide adequate information in a timely and easily accessible manner.

Information should be made available on the following:

The practicality and suitability of goods and services and where relevant any substitute offerings that might help a vulnerable customer. Again, thorough training is required, and early detection of possible vulnerable customers needs, and expectations is required.

The service levels should be spelt out clearly up-front so that the customer can expect how they will be dealt with. This should be designed around the planned expectations for the type and nature of customers expected by the organisation. This links into good product or service design.

Terms and conditions of sale should be clear and unambiguous and held in a format that are easily accessible and can be understood by vulnerable customers.

Pricing arrangements and offers should be clearly defined and transparent so that the customer can fully understand the offer and conditions attached.

Billing and payment terms should be clear and well communicated to the customer base.

Details for dealing with complaints or concerns should be available throughout the customer journey.

Assistance for those with needs should be offered by the organisation when identified.

Suitable processes should be put in place to ensure that customers have purchased what is relevant to them and that they understand what they have bought.

Website navigation should address the needs of users by allowing for text expansion etc.

By using BS18477 – Inclusive Service Provision an organisation can be assured that it has adopted a best in class British Standard for dealing with vulnerable customers. In addition, this Standard can be assessed by BSI a leading UK certification body.

For further information and to book your BS18477 – Inclusive Service Provision survey please contact: Marcus J Allen at Thamer James Ltd. Email: marcus@thamerjames.co.uk

Marcus has twenty years’ experience in delivering Governance, Risk and Compliance solutions to over two hundred organisations within the UK. Marcus holds the respected Diploma in Governance, Risk and Compliance from the International Compliance Association and holds a master’s degree in Management Learning & Change from the University of Bristol.