The purpose of this policy is to ensure that the operations of Lanark Cycles in no way have an adverse effect on any customer and especially any one who may be considered vulnerable.
A vulnerable customer is a customer whose ability of circumstances require us to take extra care and precautions in the way we sell or provide a service ensuring they are not disadvantaged or discriminated against. Lanark Cycles staff will have training in being able to identify customers who may fall in to the vulnerable customer category.
When dealing with a customer who we believe may be vulnerable we will ensue that the customer feels at ease and is welcome to ask as many questions as the like, try to ensure that they understand the information we give them, try to encourage them to have a friend or relative to assist them or offer them the opportunity to return to complete the transaction after consulting with a friend or relative.
If we believe that the customer does not fully understand the process or service we shall not proceed with the transaction offer them written information of the product or service they are interested in and encourage them to discuss with an appropriate support person.
At Lanark Cycles we will treat all customers with integrity, honesty, care and compassion and try our hardest to seek the best outcome for all our customers.