TCF and Vulnerable Customers Policy
Treating Customers Fairly and Vulnerable Customers Policy
1. Purpose
Belgica UK Ltd is committed to treating all customers fairly and with respect.
We recognize that some customers may be more vulnerable than others due to personal circumstances, and we aim to identify and support such individuals appropriately. This policy outlines how we identify, engage with, and support vulnerable customers to ensure their needs are met with empathy, care, and fairness.
2. Scope
This policy applies to all Belgica UK Ltd employees, contractors, and third parties involved in customer interactions, whether through phone, email, in person, or via digital channels.
3. Definition of Vulnerability
A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm - particularly when a business is not acting with appropriate levels of care. Customers may be vulnerable due to factors such as:
• Health issues (e.g. mental health problems, cognitive impairments, illness)
• Disability (physical or sensory impairments)
• Financial hardship
• Life events (bereavement, divorce, job loss)
• Low literacy or language barriers
• Age-related issues (very young or elderly customers)
Vulnerability may be temporary, sporadic, or permanent.
4. Our Commitment
Belgica UK Ltd will:
• Treat all customers with sensitivity, respect, and without judgement.
• Train staff to identify signs of vulnerability.
• Offer extra support, flexibility, and guidance where appropriate.
• Provide clear, jargon-free communication.
• Avoid pressuring or misleading any customer, particularly those showing signs of vulnerability.
• Refer customers to appropriate external help where needed.
5. Identifying Vulnerable Customers
Staff are trained to look for warning signs such as:
• Difficulty understanding or processing information
• Unusual spending patterns or requests
• Repeated calls or questions suggesting confusion
• Communication barriers (e.g. speech difficulties, needing a translator)
• Expressions of distress, anxiety, or isolation Staff should not make assumptions, but rather engage with empathy and ask appropriate, nonintrusive questions when needed.
6. Responding to Vulnerability
When vulnerability is identified:
• Listen actively and let the customer speak without interruption.
• Adjust communication (e.g. speak slower, provide written follow-up).
• Offer options for additional support (e.g. a family member or support worker involved).
• Allow extra time for decisions, if possible.
• Record concerns sensitively and in line with data protection regulations.
7. Training & Awareness
All employees undergo training to:
• Recognize indicators of vulnerability
• Handle interactions with care and confidence
• Understand when and how to escalate concerns Refresher training is delivered at least annually.
8. Data Protection & Confidentiality
Any information shared or identified in relation to a customer’s vulnerability is treated confidentially and in line with the UK GDPR and Data Protection Act 2018. Data will be processed lawfully, fairly, and only for the purposes of providing appropriate support.
9. Monitoring & Review
We will:
• Monitor customer complaints and feedback for issues relating to vulnerability.
• Regularly review and improve our policies and training.
• Conduct an annual review of this policy, or sooner if required.
10. Contact
If you have any questions about this policy or wish to notify us of a vulnerability, please contact: Belgica UK Ltd Customer Care Team. Email: info@belgicafurniture.com Phone: 01506 829447 Address: Belgica UK Ltd, Grangemouth Road, Boness, EH51 0PU
