Vulnerable Customer Policy
Fair Vantage Solutions Pvt. Ltd.
1. Purpose
Fair Vantage Solutions Pvt. Ltd. is committed to treating all customers fairly, respectfully, and with sensitivity. We recognise that some individuals may be vulnerable due to personal circumstances that can affect their ability to make informed decisions, understand information, communicate effectively, or manage their affairs.
This policy outlines our approach to identifying, supporting, and interacting with vulnerable customers.
2. Company Information
Fair Vantage Solutions Pvt. Ltd.
Registered Office
3rd Floor, Jagat Plaza, Ashiyana Road
Sector G, LDA Colony
Lucknow, Uttar Pradesh 226012
India
Branch Office
1st Floor, Ashoka Raj Tower
CP-162, Sector D1 Ashiyana
Lucknow, Uttar Pradesh 226012
Landmark: Behind Emerald Mall
CIN: U82200UP2026PTC245014
GSTIN: 09AAGCF9091H1Z6
📞 Phone: +91 96820 54687
📧 Email: info@fairvantagesolutions.in
🌐 Website: www.fairvantagesolutions.in
3. Scope
This policy applies to:
- Directors
- Managers
- Employees
- Customer service representatives
- Sales personnel
- Contractors
- Business partners acting on behalf of the company
All personnel are expected to follow this policy when interacting with customers.
4. Definition of a Vulnerable Customer
A vulnerable customer is someone who, due to personal circumstances, may be especially susceptible to harm or may have difficulty making informed decisions.
Vulnerability may be temporary, permanent, or situational.
Examples include:
Health Vulnerabilities
- Physical disabilities
- Mental health conditions
- Serious illness
- Cognitive impairment
- Learning difficulties
Life Events
- Bereavement
- Relationship breakdown
- Job loss
- Financial hardship
- Family crisis
Personal Circumstances
- Language barriers
- Low literacy levels
- Lack of digital skills
- Social isolation
Financial Difficulties
- Debt problems
- Reduced income
- Unexpected financial pressures
5. Our Commitment
Fair Vantage Solutions Pvt. Ltd. is committed to:
- Treating all customers with dignity and respect
- Providing clear and understandable information
- Allowing customers sufficient time to make decisions
- Adapting communication where appropriate
- Identifying potential vulnerability indicators
- Acting with empathy and professionalism
- Avoiding pressure-based sales practices
6. Identifying Vulnerable Customers
Employees should remain alert to signs that a customer may be vulnerable.
Possible indicators include:
- Difficulty understanding information
- Confusion during conversations
- Repeated requests for clarification
- Signs of emotional distress
- Disclosure of health issues
- Financial hardship disclosures
- Reliance on third parties for assistance
Employees should never make assumptions and should always approach situations sensitively.
7. Supporting Vulnerable Customers
Where a vulnerability is identified, employees may:
- Speak clearly and patiently
- Use plain language
- Repeat information where necessary
- Allow additional time for discussions
- Encourage customers to seek independent advice where appropriate
- Permit the involvement of a trusted family member or representative where authorised
The level of support provided will depend on individual circumstances.
8. Customer Communications
When communicating with vulnerable customers, staff should:
- Avoid technical jargon
- Avoid aggressive sales tactics
- Ensure information is clearly explained
- Confirm customer understanding
- Respect customer privacy and dignity
- Remain professional and compassionate
9. Data Protection and Confidentiality
Information relating to customer vulnerabilities will be handled confidentially and only shared where necessary and lawful.
All personal information will be processed in accordance with:
- Company Privacy Policy
- Data Protection requirements
- Applicable laws and regulations
10. Staff Training
Fair Vantage Solutions Pvt. Ltd. will seek to ensure that relevant staff understand:
- Vulnerability awareness
- Appropriate communication techniques
- Customer care standards
- Escalation procedures
- Data protection requirements
Training may be provided during induction and periodically thereafter.
11. Escalation Procedures
Where an employee believes a customer may require additional support, the matter should be referred to a supervisor or manager.
Management may determine whether:
- Additional assistance is appropriate
- Alternative communication methods should be used
- Further safeguards are required
12. Complaints
Customers who believe they have not been treated fairly may submit a complaint using the company’s Complaint Handling Policy.
Complaints can be submitted via:
📧 Email: info@fairvantagesolutions.in
📞 Phone: +91 96820 54687
13. Monitoring and Review
This policy will be reviewed periodically to ensure it remains effective and reflects best practices.
Fair Vantage Solutions Pvt. Ltd. reserves the right to update or amend this policy at any time.
14. Contact Information
For questions regarding this policy, please contact:
Fair Vantage Solutions Pvt. Ltd.
📧 Email: info@fairvantagesolutions.in
📞 Phone: +91 96820 54687
🌐 Website: www.fairvantagesolutions.in
Policy Approval