Vulnerable Customer Policy

Policy Purpose

The purpose of this policy is to ensure that Richmond Cycles provides a safe, respectful, and supportive environment for all customers, particularly those identified as vulnerable. We are committed to recognizing the needs of vulnerable customers and providing appropriate assistance and accommodations to ensure an inclusive and positive shopping experience.

Definition of Vulnerable Customers

Vulnerable customers are individuals who may require additional support or accommodations due to specific circumstances, including but not limited to:

a. Elderly individuals
b. Customers with disabilities, including physical, sensory, cognitive, or mental health impairments
c. Customers experiencing financial hardship or debt-related difficulties
d. Customers with limited English proficiency or communication barriers
e. Individuals identified as vulnerable by a recognized authority or social service agency

Policy Statement

Richmond Cycles is committed to:

• Treating all customers with dignity, respect, and empathy.
• Identifying and understanding the specific needs of vulnerable customers.
• Providing appropriate support and accommodations to ensure all customers have access to our products and services.

Staff Training and Awareness

All staff members will receive training on:

• Recognizing signs of vulnerability and understanding the various categories of vulnerable customers.
• Effective communication techniques for interacting with vulnerable customers.
• Procedures for providing appropriate support and accommodations.
• Awareness of local support services and resources available for vulnerable individuals.

Confidentiality and Respect

• Staff will maintain the confidentiality of all personal information disclosed by vulnerable customers.
• Vulnerable customers will be treated with the utmost respect and consideration.
• Any assistance provided will be discreet and sensitive to the individual's needs and circumstances.

Feedback and Continuous Improvement

• Richmond Cycles encourages feedback from customers regarding their experiences and any suggestions for improvement.
• Regular reviews of the policy and procedures will be conducted to ensure they remain effective and responsive to the needs of vulnerable customers.

Compliance and Enforcement

• All staff members are required to adhere to this policy.
• This policy will be reviewed annually and updated as necessary to reflect changes in legislation and best practices.

By implementing this policy, Richmond Cycles aims to create an inclusive environment where all customers, especially those who are vulnerable, feel valued and supported.