Vulnerable Customer Policy
At Arlo & Jacob, we’re about people, first and foremost. We make sofas for all, with an eye to ensuring each and every one of our customers receives the best service possible along the way. We recognise that some customers may need an extra hand making purchases, and we’re committed to providing that assistance in a respectful, sensitive, and responsive manner - and to doing it all with a friendly smile!
Definition of Vulnerable Customers
We consider vulnerable customers as those who may sometimes be more susceptible to harm or disadvantage due to certain circumstances of characteristics. A few examples that we make a point of being extra considerate and accommodating toward are:
- Elderly customers
- Customers with disabilities or health conditions
- Customers with mental health conditions
- Customers with language or communication barriers
- Customers experiencing financial difficulties
- Customers who have recently experienced a significant life event such as a bereavement, divorce, or illness
Our Commitment to Vulnerable Customers
We do our utmost to treat everyone with respect, dignity, and empathy. That’s the Arlo way! As it concerns our customers, we make a point of doing the following:
Ensuring that all of our staff are trained to recognise and respond to the needs of vulnerable customers. This can come in the form of identifying signs of vulnerability, providing appropriate support, and making referrals to external services if necessary.
Providing a range of communication options to support customers with language or communication barriers. This may include offering information in different languages, using visual aids, or arranging for a translator or interpreter to be present.
Ensuring that our physical stores as well as our website are accessible to customers with disabilities. This includes providing wheelchair access, having staff available to assist with any mobility issues, and ensuring that our website is compatible with screen readers and other assistive technologies.
Providing flexible payment options and assistance to customers experiencing financial difficulties. This may include offering payment plans, discounts, or referring customers to external financial support services. One example of our word at work is the 0% financing scheme, which offers a payment option to ease the upfront cost of new furniture, making our products more accessible for all.
Providing a safe and supportive environment for customers experiencing mental health conditions or other forms of distress. This may include having staff trained in mental health first aid, providing a private space for customers to speak with staff, or making referrals to external mental health services.
Continually reviewing and updating our policies and procedures to ensure that we’re meeting the needs of vulnerable customers and complying with any relevant legislation or regulations.
We understand that vulnerability can manifest in many different ways and that every customer's needs will be unique. No two people are the same! So, we’re committed to working with each customer individually to provide the support and assistance they need to feel valued, respected, and empowered.
