Vulnerable Customer Policy

1. Purpose

This policy sets out The Designer Rooms’ 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 Rooms 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.