1. Introduction
Think Green Partners recognises that some customers that we encounter will be vulnerable in the
context of how we interact with them and by virtue of their personal circumstances. As a provider of Solar PV, Solar Battery Storage, Air Source Heat Pumps and EV Charging we have a duty and obligation to:
- Ensure that all elements of our work are consistent with our values,
- We make reasonable adjustments and put in place appropriate support mechanisms to take account of their needs,
- Ensure such customers are not at risk of undue detriment.
Because of our values, Global Green Partners Ltd T/A Think Green Partners is committed to ensuring
anyone who interacts with any vulnerable consumer will take all reasonable measures to ensure that the risks of harm to welfare are minimised and that they are treated fairly. This will be done through adherence to this policy, and by ensuring the training and suitability of staff working with vulnerable consumers.
2. Definitions
A vulnerable consumer could be an individual that:
- Suffers from a physical or mental impairment that may or may not be visible
- Has a lack of knowledge about a complex product or service
- Is purchasing something at a time of stress or distress
- Whose first language is not English
- Whose age may put them at risk of making an incorrect or inappropriate decision
Vulnerability is not always fluid, meaning that consumers can drift in and out of vulnerability.
3. How we will identify vulnerable consumers
Although not every vulnerability is immediately noticeable and not every consumer will find it comfortable or necessary to declare a vulnerability, the following questions you can ask yourself may help:
- Does the consumer appear to have physical, mental health and/or language problems?
- Does the customer appear not to understand the transaction?
- Are they answering “yes” to questions when it is clear they don’t understand?
- Does the customer need advice in an alternative format which you cannot immediately provide?
In addition, we will use our Customer Safeguarding Checklist (Document 1) as a further check to ensure whether the customer is considered vulnerable or not. We will also undertake ongoing training with our Sales representatives to continue to share ways of identifying vulnerable customers.
4. How we will support vulnerable customers
- We will provide important information in an accessible format upon request
- We will take time to carefully explain to the details of the installation and will answer any questions they have patiently
- We will inform you of your legal right to cancel the contract
- You will be given time and space to consider our quotation, and we will not put you under any pressure to sign contracts
- We will not use any unfair or hidden terms and conditions
- We will not mislead them, or mis-sell them any products or services
- We will be mindful of how we carry out work in their home
- We will happily explain to them or any other person in the premises what we are doing
- We will where possible carry out work with the minimal of disruption
- If in doubt we will terminate the meeting, complete a Safeguarding report and inform management that the customer may be vulnerable.
- We will always encourage the customer to contact a family member or friend before making a decision.
5. How we protect vulnerable customers
The following procedures that we have in place are to ensure that vulnerable customers are protected:
- We provide all Sales Representatives with a customer safeguarding checklist (Document 1)
- We request our customers to complete a disclosure checklist contained in our contract pack (Document 2)
- We complete a Safeguarding report if they are deemed vulnerable and we terminate the appointment. (Document 3)
- We will provide each representative a copy of the Consumer Vulnerability Checklist to further confirm that the customer is not vulnerable. (Document 4)
- We provide all staff and sub-contractors with the latest version of the Code Of Practice
- A compliance call always take place with the customer by telephone after the signing of the contract.