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DGT Wheels Vulnerable Customer Policy

At DGT Wheels, we recognize the importance of providing exceptional service and support to all our customers, including those who may be vulnerable due to various circumstances. This Vulnerable Customer Policy outlines our commitment to ensuring the well-being and satisfaction of vulnerable customers throughout their interactions with our company.

1. Definition of Vulnerable Customers

Vulnerable customers are individuals who, due to age, health conditions, disabilities, financial difficulties, or other factors, may face challenges in engaging with our products and services or may require additional assistance during their customer journey.

2. Respect and Empathy

We are dedicated to treating all customers, especially vulnerable ones, with respect, empathy, and understanding. Our staff will receive training to recognize and appropriately respond to the needs of vulnerable customers, ensuring a positive and considerate experience.

3. Communication and Accessibility

We will strive to communicate with vulnerable customers in a clear, straightforward, and respectful manner. This includes using plain language, providing assistance in understanding complex information, and offering communication channels that cater to their needs, such as larger print formats, accessible digital formats, or assisted communication methods.

4. Supportive Environment

Our premises, both physical and digital, will be designed to accommodate the needs of vulnerable customers. This may involve providing accessible facilities, clear signage, and online resources that are easy to navigate and understand.

5. Assistance and Guidance

We are committed to offering additional assistance to vulnerable customers who may require it. This could involve helping them select appropriate products, explaining technical details in an accessible manner, or guiding them through the purchasing process step by step.

6. Privacy and Confidentiality

The privacy and confidentiality of vulnerable customers will be rigorously maintained. Any personal or sensitive information shared during interactions will be handled in accordance with relevant data protection laws and regulations.

7. Complaints and Feedback

Vulnerable customers are encouraged to provide feedback, including complaints, about their experiences with DGT Wheels. We will prioritize addressing these concerns promptly and consider them as opportunities to enhance our services and support mechanisms.

8. Training and Awareness

All DGT Wheels staff will receive training on recognizing and assisting vulnerable customers. This training will encompass understanding different vulnerabilities, effective communication strategies, and the appropriate actions to take in various scenarios.

9. Continuous Improvement

We are committed to continuously improving our policies, procedures, and services to better accommodate the needs of vulnerable customers. Feedback from both customers and staff will be instrumental in identifying areas for enhancement.

10. Review of Policy

This Vulnerable Customer Policy will be reviewed regularly to ensure that it remains effective, relevant, and aligned with the evolving needs of vulnerable customers and best practices in customer care.

DGT Wheels is dedicated to ensuring that vulnerable customers receive the same level of exceptional service and support as all our customers. By implementing this policy, we strive to create an environment that is inclusive, respectful, and considerate of the unique needs of vulnerable individuals.

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