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Vulnerable Customer Policy

1. Purpose of the Policy

Starel Stones is committed to treating all customers fairly and with empathy. Some customers may require additional support when making enquiries, placing orders, handling complaints, or understanding our processes.

This policy ensures that all vulnerable customers receive:

  • Clear communication
  • Extra care and patience
  • Appropriate adjustments
  • Fair treatment in accordance with consumer rights and our Terms & Conditions

2. Who is considered a vulnerable customer?

A vulnerable customer is anyone who, due to personal circumstances, may need extra assistance to ensure they fully understand information and can make informed decisions.

A customer may be vulnerable due to:

Health

  • Physical disabilities
  • Long-term illness
  • Mental health conditions
  • Temporary medical issues (e.g. hospitalisation)

Age

  • Elderly customers
  • Very young customers acting on behalf of adults

Communication or Understanding

  • Language barriers
  • Learning difficulties
  • Reduced ability to understand complex instructions
  • Hearing or visual impairments

Personal Circumstances

  • Bereavement
  • Job loss or financial difficulty
  • Separation or family crisis
  • Domestic abuse
  • Stress or emotional distress

Situational Vulnerability

  • Customer overwhelmed by technical information
  • Customer unsure about measurements, delivery requirements, or product suitability

Note: Vulnerability may be temporary or long-term.

3. Identifying vulnerable customers

Staff should be attentive to signs of vulnerability, such as:

  • A customer sounding confused or distressed
  • Difficulty understanding explanations
  • Repeatedly asking for clarification
  • Difficulty communicating due to language or speech barriers
  • Mentioning illness, disability, or significant personal circumstances
  • Indicating struggles with online systems (checkout, measurements, documents)

If in doubt — treat them as vulnerable.

4. Our commitment to vulnerable customers

When interacting with vulnerable customers, Starel Stones will:

Provide clearer communication

  • Speak slowly and clearly
  • Avoid jargon and technical language
  • Break information into simple steps
  • Offer written explanations after the call

Allow extra time

  • Be patient with questions
  • Allow more time for decision-making
  • Offer follow-up emails summarising key information

Offer alternative support

  • Offer video or photo assistance for slabs, tiles, and materials
  • Offer WhatsApp communication
  • Offer showroom appointments at quieter times
  • Re-explain terms such as waste allowance, natural variations, delivery requirements

Confirm understanding

  • Ask polite confirmation questions:
    “Would you like me to summarise this again?”
    “Does everything make sense so far?”

Provide safe options

We never pressure customers into buying.
If a customer seems unsure or overwhelmed, we advise them to:

  • Consult their tiler/installer
  • Visit the showroom
  • Take more time to decide
  • Request written breakdowns or product comparisons

5. Safeguarding in sales, refunds, and cancellations

When speaking with a vulnerable customer, staff must ensure:

Before purchase

  • Customer understands measurements are their responsibility
  • Customer understands natural stone variations
  • Customer understands non-refundable items (pre-orders, bespoke)
  • Customer confirms they can accept large vehicle delivery
  • Customer is not pressured into urgent decisions

During complaints or problems

  • Treat with empathy
  • Allow customer to express concerns fully
  • Avoid using overly legal or technical language
  • Provide step-by-step guidance for returns or claims
  • If they are distressed, offer to pause the conversation and follow up by email

6. Handling a vulnerable customer who is distressed or confused

If a customer appears emotionally distressed:

  1. Stay calm and patient
  2. Acknowledge their feelings
  3. Slow down the conversation
  4. Offer to move communication to written format
  5. Provide reassurance:
    “I’m here to help and we will go through everything step by step.”
  6. If needed, politely suggest involvement of a trusted friend, family member, or their contractor

7. Additional reasonable adjustments

Starel Stones may provide:

  • Written scripts or instructions for sealing & installation
  • Translated information (simple English only or using a colleague who speaks their language if available)
  • Extra time before confirming an order
  • More detailed quotes with photos for clarity
  • Appointment scheduling outside peak times

8. Staff Responsibilities

All team members must:

  • Be trained to identify vulnerability
  • Follow this policy at all times
  • Log any significant vulnerability concerns on the customer record (without judgement)
  • Escalate complex cases to management where needed
  • Make sure vulnerable customers receive fair outcomes

9. Data Privacy

Any information regarding vulnerability is handled sensitively and only recorded when absolutely necessary to support the customer. We follow GDPR-compliant principles and never store unnecessary personal details.

10. Review of the Policy

This policy will be reviewed every 12 months or sooner if regulatory or operational changes require it.