Optics Warehouse Vulnerable Customers Policy

Protecting vulnerable consumers is a key focus for us at Optics Warehouse, trading as Opticswarehouse LTD (06364785), especially considering the ongoing impact of coronavirus (Covid-19). Our internal policies are designed to be easy to understand for both employees and customers. This is to ensure that all customers, especially those who are vulnerable, receive fair treatment when shopping with us.

Definition: Vulnerable Customers

Vulnerable customers are those who, due to personal circumstances, are particularly susceptible to harm when a firm fails to act with appropriate care. Vulnerability is seen as a spectrum of risk, influenced by factors such as poor health, life events, low resilience, and capability. The Covid-19 pandemic has exacerbated vulnerability, with a significant increase in the number of consumers displaying characteristics of vulnerability.

The following strategies have been put in place at Opticswarehouse LTD: T/A Optics Warehouse:

Understanding the Needs of Vulnerable Customers:

• Identify and comprehend characteristics of vulnerability in the target market.

• Assess the impact of vulnerability on consumer needs and experiences.

Skills and Capability of Staff:

• A culture of fair treatment of vulnerable consumers across the workforce.

• Ensure frontline staff possess the necessary skills to identify and address vulnerability.

• Provide support to staff dealing with vulnerable consumers.

Taking Practical Action:

• Establish systems and processes for flexible customer service and support.

• Communicate available support options to vulnerable consumers.

Please communicate to us via sales@opticswarehouse.co.uk

Communications:

• Ensure all communications are clear and understandable for the target market

• Ensure all communication is written to accommodate the needs of vulnerable consumers.

Monitoring and Evaluation:

• Implement processes to identify and address failures in meeting the needs of vulnerable consumers.

• Regularly review management information on outcomes for vulnerable consumers.

Opticswarehouse LTD understand the importance of continually improving our practices to ensure the well-being of our customers.