Vulnerable Customer Policy

Urban Kandi ta The Designer Rooms

Effective Date: 01-04-2025

Review Date: 01-04-2026

1. Purpose

This policy sets out The Designer Room’s commitment to supporting customers who may be considered vulnerable. We recognise our responsibility to treat all customers fairly and with empathy, ensuring those in vulnerable situations receive appropriate care and support during their experience with us.

2. Definition of Vulnerability

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm or disadvantage when interacting with our business. This may include, but is not limited to, the following:

Age-related conditions (elderly or young customers)

Physical or mental health conditions

Learning difficulties

Bereavement or personal crisis

Low literacy or digital skills

Language barriers

Financial hardship

Caring responsibilities

Temporary life events (e.g., redundancy, domestic abuse)

3. Our Commitment

At The Designer Room’s we aim to:

Identify vulnerable customers wherever possible

Communicate clearly and sensitively

Provide additional support and time where needed

Ensure staff are trained to recognise and respond to signs of vulnerability

Offer a range of communication options (in-store, online, telephone)

Respect customer privacy and handle personal information in accordance with UK GDPR and data protection laws

4. Identifying Vulnerable Customers

We encourage all staff, especially those in sales, customer service, and delivery roles, to look out for signs of vulnerability. These might include:

Difficulty understanding terms or asking repeated questions

Hesitation or confusion during the buying process

Physical or verbal signs of distress

Requests for someone to speak on their behalf

If a customer self-identifies as vulnerable, staff should listen without judgement and act accordingly.

5. Supporting Vulnerable Customers

Our support approach includes:

Allowing extra time for explanations and decision-making

Repeating or rephrasing information clearly and patiently

Offering written summaries of discussions or agreements

Accepting the involvement of carers or family members

Rescheduling deliveries or in-home services to suit customer needs

Referring the customer to a manager for additional support, if needed

6. Staff Training

All customer-facing employees receive training on:

Recognising vulnerability

Communicating with empathy and clarity

Escalating concerns to senior staff

Safeguarding and ethical sales practices

Refresher training will be delivered annually or as needed.

7. Confidentiality and Data Protection

Information shared by vulnerable customers will be handled with the highest level of confidentiality and in line with the Data Protection Act 2018 and UK GDPR regulations. Consent will always be obtained before recording or sharing any personal details related to vulnerability.

8. Complaints and Feedback

Vulnerable customers (or their representatives) are encouraged to provide feedback or raise complaints via any of the following:

In-store with a manager

By calling our customer service team on 01292 290303

By emailing customerservices@thedesignerrooms.com

Through our website: www.thedesignerrooms.com

We will treat all feedback seriously and aim to resolve complaints with care and sensitivity.

9. Policy Review

This policy will be reviewed annually or sooner if required due to regulatory changes or customer feedback. All staff will be updated on any changes to ensure ongoing compliance and support.