In order for South Avenue Fleet to address the needs of Vulnerable Customers we will firstly need to be able to identify them. There are many risk factors involved including bereavement, illiteracy, illness, disability or other impairments which increase a consumer’s vulnerability.
Our team remains alert to the signs that the person we are talking too may not have the capacity to make an informed decision regarding the implications of the services/agreement that we are making to them.
The Mental Capacity Act says that a person is unable to make a specific decision if they cannot understand information about the decision to be made, cannot retain that information in their mind, cannot use or weigh that information as part of the decision-making process or cannot communicate their decision.
As part of our customer experience at South Avenue Fleet we always look out for vulnerable consumers and we aim to help and support them by:
In order to identify vulnerable customers, our staff are trained to ask themselves the following questions:
When we communicate with vulnerable customers we ensure that we:
If you have any questions regarding our Vulnerable Customer Policy please contact us on 0781 6665145
Our aim is to provide you with an excellent customer service.
If we fail to meet your expectations, we will try to put things right as quickly as possible.
The Financial Conduct Authority define a complaint as any expression of dissatisfaction, whether oral or written and whether justified or not.
Your complaint will be taken seriously, and we will make every effort to resolve the problem straight away.
You can notify us of your complaint through the following channels:
South Avenue Fleet Sales
Unit 28 Spring Mill Industrial Estate
Email: – firstname.lastname@example.org
If we are not able to resolve your complaint straight away, we may need to carry out further investigations. Once received, your complaint will be investigated and dealt with in the following way:
By Day 1
Inform the finance company if applicable
By Day 7
We will try to provide you with a full reply. If this is not possible, we will confirm who will be looking into your complaint.
By Day 28
We will endeavor to investigate your complaint and provide a full response to you at this stage. However, if for any reason we are unable to provide a full response by this time, we will contact you and provide you with an update of the current situation.
By Day 56
In the unlikely event that your complaint has not been resolved by this stage, we will write to you with a final response. If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service. (https://www.financial-ombudsman.org.uk/)