No one is immune to being vulnerable - it can happen to anyone, at any stage of life, under a variety of circumstances. We understand that this can lead to situations where you may need more help from us than normal, or we may need to alter our approach to handling your plan. This policy outlines how we make sure that your individual needs are considered.
We want to make sure that all of our customers with vulnerabilities are treated fairly, based on their individual circumstances and that our plans are accessible to as many as people as possible.
This policy is relevant to all flatfair customers and potential customers who communicate with flatfair.
Being vulnerable can mean different things to different people. It is usually a result of personal circumstances that can lead to an individual being less likely to get the best service or less capable of making the best decision for themselves.
Vulnerabilities could be short-term, long-term or permanent. They could even reappear, meaning support is needed at some times, but not at others. Factors that might lead to vulnerability include:
- Losing a friend or relative
- Not being able to read or write
- Financial hardship
- Illness or disability
However, there are many more reasons that a person may be classed as having a vulnerability.
We aim to treat you, our customer, as an individual and will consider your personal circumstances when communicating with you. We will do our best to ensure that any product or service provided by flatfair will be available to all our customers and presented in a way that means it is easy for each customer to make the best decision for them.
When we are informed of something that could make a customer vulnerable, we may securely record it for future reference if that is the right thing to do. This is only the case when we are clearly told about a vulnerability. We will carefully plan how to deal with a vulnerable customer to make sure that they are not disadvantaged.
Other than in the most extreme cases, the vulnerability will not be shared outside flatfair unless you agree and will not be a permanent record. Also, just because a vulnerability is recorded, that does not automatically mean that you will be treated differently. Each situation is different and will be treated carefully.
Please see our Privacy Notice for further information on how we hold and use personal information about you.
To contact us with any questions or to let us know about a personal circumstance which you think we should know about, please email email@example.com.