No one is immune to being vulnerable – it can happen to anyone, at any stage of life, under a variety of circumstances. We understand that this can lead to situations where you may require more help from us than our standard service. This policy outlines how we make sure that your individual needs are considered.
We want to make sure that all our customers with vulnerabilities are treated fairly, based on their individual circumstances. The aim is that all of our products and services are available to all customers, in a form that works for them.
This policy is relevant to all Riviera Automotive customers and all potential customers who communicate with Riviera Automotive.
The FCA (Financial Conduct Authority) define a vulnerable customer as someone who “Due to their personal circumstances is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care”.
Being vulnerable can mean different things to different people. It is usually a result of personal circumstances that can lead to an individual being less likely to get the best service or less capable of making the best decision for themselves.
Vulnerabilities could be short-term, long-term or permanent. They could even reappear, meaning support is needed at some times, but not at others. Factors that might lead to vulnerability include but are not limited to:
However, there are many more reasons that a person may be classed as having a vulnerability.
If a third party is going to act as an interpreter, there are certain requirements that must be met. These are:
We aim to treat you, our customer, as an individual and will consider your personal circumstances when communicating with you. Any product or service provided to you by Riviera Automotive, will be available to all eligible customers and presented in a way that means it is easy for each customer to make the best decision for them.
When we are informed of something that could make a customer vulnerable, we may securely record it for future reference if that is the right thing to do and only with explicit permission to do so. This is only the case when we are clearly told about a vulnerability. We will carefully plan how to deal with a vulnerable customer to make sure that they are not disadvantaged.
As well as ourselves, our finance partners have dedicated teams on hand to assist and give guidance on how to interact with the customer.
Please see our Privacy notice Privacy Policy | Riviera Automotive for further information on how we hold and use personal information about you.
The vulnerability will not be shared outside Riviera Automotive and will not be a permanent record. Also, just because a vulnerability is recorded, that does not automatically mean that you will be treated differently. Each situation is different and will be treated carefully.
To contact us with any questions or to let us know about a personal circumstance which you think we should know about, please see www.rivieraautomotive.co.uk/contact-us/ for our contact methods.