Utility Appliance Care Ltd

1. Our Commitment

Utility Appliance Care Ltd is committed to treating all customers fairly, with particular care and consideration for customers who may be vulnerable due to personal circumstances.

We recognize that vulnerability can affect a customer’s ability to make informed decisions, communicate effectively, or manage payments. Our aim is to provide support that is respectful, flexible, and appropriate to individual needs.

2. What We Mean by a Vulnerable Customer

A customer may be considered vulnerable if, due to their personal circumstances, they are especially susceptible to harm or disadvantage. This may include (but is not limited to):

• Physical or mental health conditions

• Disability or reduced mobility

• Age-related vulnerability

• Financial hardship or sudden loss of income

• Language or communication difficulties

• Bereavement or significant life events

A customer does not need to formally declare vulnerability for us to offer support.

3. How We Identify Vulnerability

We may identify vulnerability through:

• Information shared voluntarily by the customer

• Signs of difficulty understanding information or decisions

• Requests for additional time, explanation, or support

All information is handled sensitively and in accordance with our data protection obligations.

4. Support We Offer Vulnerable Customers

Where a customer is identified as vulnerable, we may offer one or more of the following:

• Clear, simple explanations of services, pricing, and terms

• Extra time to make decisions or ask questions

• Alternative communication methods (email, written confirmation, or phone)

• Flexible payment arrangements where appropriate

• The option to pause, cancel, or amend a service plan without penalty

• Assistance with cancelling Direct Debit payments upon request

Support is tailored to individual circumstances and does not require medical or financial proof.

5. Direct Debit & Payment Considerations

For customers paying by Direct Debit:

• We provide advance notice before any payment is collected

• Customers may cancel their Direct Debit at any time through their bank

• We will assist vulnerable customers with payment queries or cancellations promptly

• Refunds will be handled in line with our Refund & Cancellation Policy, with additional consideration given to vulnerable circumstances

6. Staff Training & Awareness

Our staff are trained to:

• Recognise signs of vulnerability

• Communicate clearly, calmly, and respectfully

• Escalate cases where additional support is needed

• Never pressure a customer into making decisions or payments

7. Third-Party Support

If appropriate, we may recommend that a customer seek independent advice or support from trusted organizations, such as:

• Citizens Advice

• Local authority support services

• Consumer advocacy organizations

We will never insist on third-party involvement without customer consent.

8. Complaints & Escalation

If a vulnerable customer feels their needs have not been met, they may raise a complaint by:

• Email: info@utilityappliancecare.co.uk

• Phone: 033 0043 8932

Complaints involving vulnerable customers are prioritized and reviewed by senior staff.

9. Policy Review

This policy is reviewed regularly to ensure it remains fair, effective, and aligned with UK consumer protection expectations.

Last updated: [26.01.2026]