Vulnerable Customer Policy
Last updated: 28th December 2025
This policy sets out how Trent Stairlifts Limited identifies, supports, and protects vulnerable customers. It reflects our commitment to treating all customers fairly, respectfully, and in line with best practice guidance, including that set out by Which? Trusted Traders.
1. Our Commitment
Trent Stairlifts Limited recognises that some customers may be vulnerable due to personal circumstances, health conditions, life events, or communication needs.
We are committed to ensuring that vulnerable customers receive appropriate support, are not disadvantaged in their dealings with us, and are protected from potential harm, pressure, or misunderstanding.
2. What Is a Vulnerable Customer?
A vulnerable customer can be described as:
An individual who, due to their personal circumstances and characteristics, is significantly more likely than an average person to be at risk of harm, particularly in connection with how a firm deals with them, or where the nature of their vulnerability is likely to result in a more substantial risk of harm.
Vulnerability may be temporary, situational, or permanent and is not always visible. A customer may not identify themselves as vulnerable.
3. Vulnerability Factors
Vulnerability may arise from one or more of the following factors:
a) Individual Factors
- Physical disabilities or mobility impairment
- Sensory loss (e.g. hearing or sight impairment)
- Cognitive impairment (e.g. dementia, brain injury)
- Mental health conditions (e.g. anxiety, depression, stress)
- Learning or communication difficulties
- Low literacy, numeracy, or digital confidence
b) Life Events
- Bereavement
- Sudden illness or accident
- Redundancy or financial difficulty
- Divorce or separation
- Fraud or scam victimisation
c) Wider Circumstances
- Age-related issues
- Social isolation
- Dependence on carers or family members
- Urgent need for mobility solutions due to health decline
It is important not to assume vulnerability. Not all elderly or disabled customers are vulnerable, and vulnerability can change over time.
4. Vulnerability in the Stairlift Industry
We recognise that customers seeking stairlifts may be particularly vulnerable due to:
- Reduced mobility and risk of falls
- Urgency following hospital discharge or medical advice
- Emotional stress linked to loss of independence
- Reliance on others to make or assist with decisions
We take extra care to ensure customers fully understand their options and are never pressured into decisions.
5. Identifying Vulnerable Customers
Our staff are trained to identify potential signs of vulnerability, which may include:
- Difficulty understanding information or asking repeated questions
- Signs of distress, anxiety, or confusion
- Reliance on a third party to communicate
- Indications of financial stress or uncertainty
Customers are never required to disclose personal details beyond what is necessary, and any disclosure is treated sensitively and confidentially.
6. Reasonable Adjustments
Where vulnerability is identified, we may offer reasonable adjustments, including (but not limited to):
- Allowing additional time to consider information or decisions
- Using plain language and avoiding technical jargon
- Providing written information in larger text or simpler formats
- Communicating via the customer’s preferred method (phone, email, time of day)
- Involving a trusted family member, carer, or appointed representative (with consent)
- Offering alternative appointment times where possible
7. Sales, Advice & Pressure
We do not use high-pressure sales tactics.
Our advice is based on the customer’s needs, circumstances, and safety, not sales targets. Vulnerable customers are encouraged to take time, seek independent advice if they wish, and ask questions without obligation.
8. Consent & Data Protection
Any information relating to a customer’s vulnerability is treated as sensitive personal data.
We only record such information where necessary and with the customer’s freely given consent, in line with data protection legislation and our Privacy Policy.
9. Staff Training & Responsibility
All customer-facing staff receive training on:
- Recognising vulnerability
- Communicating appropriately and respectfully
- Escalating concerns where necessary
- Protecting customers from potential harm
Responsibility for vulnerable customer matters sits with company management, who are available to support staff and customers as required.
10. Monitoring & Review
This policy is reviewed regularly to ensure it remains effective, appropriate, and aligned with best practice and Which? Trusted Trader expectations.
11. Contact Us
If you have concerns, questions, or require additional support, please contact us:
Trent Stairlifts Limited
30 Oak Tree Drive
Gedling
Nottingham
NG4 4DA
Landline: 0115 808 7383
Mobile: 07496 880 167
Email: info@trentstairlifts.co.uk
