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Vulnerable Customer Policy
If you are a vulnerable person, or you are working with or assisting a vulnerable individual you need to know you will be assisted and helped honestly and respectfully and that any information, services or agreements are explained clearly and patiently.
At WavsGB we recognise that many of our clients are vulnerable, we have therefore created the following guidleines for supporting vulnerable customers, ensuring inclusivity and accessibility during all interactions with us.
Extended Appointment Times
Allow as much time as is required for clients with mobility or cognitive challenges to facilitate better understanding and decision-making.
Clear Communication
Present all materials in an easy-to-understand format, providing printed summaries and additional information when necessary.
Flexible Appointments
If required we can schedule viewings and demonstrations at more convenient times, such as evenings or weekends, to accommodate customers needs.
Personalised Information
We will do our best to tailor our communication to each client’s specific needs, using written or visual aids for those with hearing impairments.
Extended Decision Making Time
Give customers with cognitive or emotional challenges plenty of time to consider their options without any pressure. (We don’t pressure or hard-sell any of our customers!)
Support from Advocates or Family
Customers are encouraged to bring friends, family or other trusted individuals to appointments for support.
Remote Appointments
We are always happy to offer telephone or video-chat appointments for customers unable to visit in person. For those who don’t want to take part in a video chat we can also offer pre-recorded video demonstrations of the vehicle in question.
Privacy & Descretion
For customers visting us vehicles can be demonstrated in private either outside or inside in our workshop
Easy Access to Information
Ensure vehicle information, history and service details are available on request.
Sensitive Communication
Our staff are all trained to communicate clearly, patiently and respectfully at all times with all customers but to be specifically aware of anyone who may be vulnerable.
Alternative Payment Options
WavsGB offers a range of flexible payment methods tailored to the individual needs of customers and long or short-term requirements.
Vulnerable Customer Policy
We are here to support you in the search for a vehicle. If you have any specific requirements or needs then please don’t hesitate to contact us.