At Equipify, we are committed to treating all of our customers fairly, with dignity and respect. We recognise that some individuals may face circumstances that make it difficult to access, understand, or engage with our services, whether due to age, physical or mental health, financial hardship, disability, or a change in personal circumstances.

We define a vulnerable customer as someone who, due to their personal situation, may be at a disadvantage when interacting with our business. Our goal is to ensure those customers receive the extra support and consideration they need.

Our Commitment
We aim to:

• Recognise signs of potential vulnerability and respond with care and understanding
• Communicate clearly, avoiding unnecessary jargon or pressure
• Make reasonable adjustments where needed, including alternative contact methods or longer response times
• Handle personal information sensitively, securely and in compliance with data protection laws
• Train our staff to act with patience, discretion and empathy in all interactions
  Identifying Vulnerable Customers

While we may not always know if a customer is vulnerable, we encourage individuals or their representatives to inform us of any needs that might affect their experience. We treat all such disclosures confidentially and with respect.

Examples of vulnerability may include:

• Cognitive impairment, dementia or learning difficulties
• Physical disability or long-term illness
• Hearing, vision or speech difficulties
• Bereavement, divorce or personal crisis
• Financial distress or unemployment
• Mental health conditions such as anxiety or depression
  
  

How We Support Vulnerable Customers
If you are, or believe you may be, considered vulnerable, please don’t hesitate to contact us. We are here to help by:

• Allowing a trusted friend, family member or carer to act on your behalf (with consent)
• Providing information in a clearer or more accessible format, where possible
• Offering additional explanation or more time to make informed decisions
• Avoiding high-pressure sales or upselling tactics under any circumstances

Contact Us
If you require additional support or would like to make us aware of any relevant personal circumstances, please contact our customer service team. We’re here to listen, help, and ensure you have a positive experience with Equipify.