V12VF | Consumer Duty | April 23 - Flipbook - Page 16
At V12VF we have vulnerability policies and procedures to support vulnerable customers throughout the lifetime of
their finance agreement. We have a range of ways we will work with and support vulnerable customers which we have
included in our assessment of the design of our products to ensure they are suitable for vulnerable customers. These
include:
• Training for all staff
• A Specialist Support Team to handle contact with the customer
• Authorising 3rd parties to help manage customer accounts
• Sending tailored communications specific to the customers circumstances
• Providing alternative contact channels
• Providing tailored forbearance options
• Signposting to third party support
All firms in the distribution chain (including you and us) must treat customers fairly, even if they don’t have a direct
relationship with the customer. You should share individual customer vulnerabilities identified during the sales process
with us and have procedures and policies in place to gain explicit consent and meet UK GDPR.
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