Vulnerable Customers Policy

M53 Motors Ltd T/A M53 Ford recognises that some customers we come into contact with will be deemed as vulnerable. We have a duty and obligation to ensure that all elements of our customer processes take into account any reasonable adjustments to reduce any risk of undue detriment to a customer.

Vulnerability is about whether a person has the ability to understand, remember and consider information which is presented to them and make an informed financial decision. It should not be confused with mental health; a person with a mental health condition may still have the capacity to make an informed decision.

If there are signs that the customer might not have sufficient mental capacity to make a fully informed decision this must be escalated to your Manager.

A manager will then speak to the customer and make an informed decision as to or not to proceed.

There must be explicit consent to record any sensitive data.