Our Vulnerable Customer Policy

Our Vulnerable Customer Policy is to make sure that how we operate our business does not negatively impact customers who are vulnerable or who require extra help and assistance. We recognise that sometimes our clients need us to adopt a different approach to make sure that they are not disadvantaged in any way.

The definition of a vulnerable customer as stated by the Financial Conduct Authority is "someone who is especially susceptible to detriment due to their personal circumstances, particularly when a firm is not acting with appropriate levels of care", and their expectations of firms is that we identify vulnerable customers and that we treat these customers fairly taking additional measures where necessary to help them.

Our staff are trained to try and identify customers who might be vulnerable and on what measures they can take to help these customers outside of our standard procedures but no matter how comprehensively trained our staff are, it is not always possible to recognise where a customer might be vulnerable so please, if you are vulnerable in any way, or if you simply need extra help and assistance from us then do let us know and we will do everything we can to help.

Examples of vulnerability might be:

• Customers with communication difficulties, such as dyslexia, or including learning difficulties or English not being your first language.
• Someone with a reduced physical or mental capacity or with health issues whether these are short or long term.
• You or a member of your family might have had a sudden diagnosis of serious illness.
• You might be experiencing financial difficulties or a bereavement or recently experienced redundancy.
• You may feel overwhelmed with new technology or the complexities of insurance contracts.

And many more examples too numerous to list.

Just so you know, if we feel that a customer is vulnerable or if we are informed that this is the case we will note our files to make sure that our staff implement our vulnerable customer policy and we will offer every practical assistance to help make sure that your vulnerability does not preclude you from being treated fairly.

If you wish to inform us about any vulnerability then please do so by emailing us at enquiry@bricksandmotor.co.uk or by telephoning us on 0161 763 8222 or by writing to us at B&M Insurance 82-84 Bolton Street Bury BL9 0LL and remember we are here to help and always happy to do so.