1. Purpose

The purpose of this policy is to ensure that the operations of Assistance 24/7 Limited do not have any negative impact on vulnerable customers. We are committed to treating all customers fairly, ensuring that those with additional needs are supported and never disadvantaged.
 

2. Definition of a Vulnerable Customer

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm or disadvantage if the right care is not applied.

As a company that provides safety and monitoring services, we recognise our duty to give extra support to vulnerable individuals and to always act with fairness and sensitivity.

3. Identifying Vulnerability

Our staff are trained to identify vulnerable customers, but we acknowledge it may not always be possible to recognise every case. Customers who feel they may fall into a vulnerable category are encouraged to inform us of their circumstances so that we can provide the right support.

We regularly review our procedures to ensure we meet industry best practice and all relevant consumer protection standards.

4. Examples of Vulnerability

The following groups may be more likely to need additional care. While not all customers in these categories will necessarily be vulnerable, we will always consider individual circumstances:

• Customers with communication difficulties (e.g., language barriers, learning difficulties, dyslexia).

• Customers with reduced physical or mental capacity.

• Those living with long-term or serious health conditions.

• Customers recently diagnosed with illness (self or family member).

• Personal circumstances such as bereavement, financial strain, redundancy, or caring responsibilities.

• Older customers who may be less comfortable with technology, or younger customers with limited experience.

• Customers facing seasonal risks such as cold weather, poor housing, or fuel poverty.

5. Our Principles When Dealing With Vulnerable Customers

When we identify or are informed that a customer may be vulnerable, we will:

• Record this appropriately and apply this policy.

• Provide additional opportunities to ask questions and confirm understanding.

• Encourage the involvement of a trusted family member, carer, or adviser where helpful.

• Allow extra time for reflection and, if needed, arrange follow-ups at a later date.

• Reassure customers of their right to fair treatment, including cancellation or refunds where applicable.

• Offer clear explanations of our services, avoiding complex terms or pressure selling.

• Ensure that customers understand how our safety devices work, including any limitations.

6. Additional Safeguards

Based on best practice guidance, we also:

• Recognise the increased risks that cold weather poses to older and medically vulnerable people, and act with extra care during these times.

• Ensure customers understand the suitability of our personal alarms, fall detectors, and monitoring systems. This includes clarifying whether a device is water-resistant or waterproof, and advising on safe use (particularly in bathrooms where falls are more common).

• Where appropriate, signpost customers to support such as local health services, energy bill help, or community care schemes.

• Recommend trusted safety measures such as police-approved key safes to ensure emergency access when needed.

7. Escalation & Support

• Our supervisors review vulnerable cases to ensure they are managed with sensitivity.

• If a customer appears to be at immediate risk, staff will escalate promptly to the emergency services.

• All communications with vulnerable customers are documented with clarity, accuracy, and respect.

8. How to Register as a Vulnerable Customer

If you would like Assistance 24/7 Limited to record you as a vulnerable customer or if you need additional support, please contact us:

• Email: help@assistance247.co.uk

• Phone: 01225 29 0999

• Post: Assistance 24/7 Limited, Dept 4519, 43 Owston Road, Carcroft, Doncaster, England, DN6 8DA

Company Number: 14188112

01225 29 0999