Vulnerable Customer Policy
Introduction
Pino Renewables Ltd is committed to treating all customers fairly and with respect.
We recognise that some customers may be in vulnerable circumstances and may require additional support during the sales and installation process.
What is a Vulnerable Customer?
A vulnerable customer may include (but is not limited to):
– Elderly individuals
– People with physical or mental health conditions
– Individuals with disabilities
– Customers experiencing financial difficulty
– Customers with limited understanding of technical information
– Customers for whom English is not their first language
Our Approach
We aim to:
– Communicate clearly and in plain language
– Allow sufficient time for customers to make decisions
– Ensure customers fully understand the information provided
– Encourage the presence of a friend, relative, or advisor if required
– Avoid any form of pressure selling
Sales Process
During the sales process, we will:
– Provide clear and accurate information
– Offer written documentation including quotations and contracts
– Highlight cancellation rights
– Ensure that consent is given freely and without pressure
Additional Support
Where necessary, we will:
– Provide information in an accessible format
– Allow additional time for decision-making
– Communicate via a nominated third party if requested
Staff Responsibility
All staff and representatives of Pino Renewables Ltd are trained to recognise signs of vulnerability and to act appropriately.
We are committed to ensuring that vulnerable customers are treated with care and respect at all times.
Contact
If you require additional support or wish to inform us of any specific needs, please contact us:
Email: info@pinorenewables.co.uk