Vulnerable Customer Policy
At Willow & Hall, we are committed to ensuring that all of our customers, including those who may be vulnerable or require additional assistance, have a positive and supportive experience when shopping with us. We understand that different customers have different needs, and we strive to meet all of these individual needs.
What is a Vulnerable Customer?
A vulnerable customer may be someone who, due to physical, mental, or emotional factors, may need additional support when making purchasing decisions. Vulnerability can arise from a variety of circumstances, including but not limited to:
- Physical or sensory impairments
- Mental health challenges
- Age (elderly or young customers)
- Financial difficulties
- Illness or injury
- Domestic or other forms of abuse
- Limited digital literacy or access to technology
We take a compassionate and understanding approach to any customer who may identify as vulnerable, and we will always act in their best interests.
How We Support Vulnerable Customers:
Clear Communication: We strive to make our website as easy to navigate as possible. All our product information, pricing, and terms and conditions are presented clearly. If you need help understanding any aspect of our website, please feel free to contact our customer service team who will happily talk you through any areas you are ensure of.
Personalised Support: If you are a vulnerable customer and require additional assistance, please get in touch with us. Our customer service team is available to provide tailored help and can assist with order placement, payment options, and navigating our website.
Payment Assistance: We understand that some customers can feel overwhelmed by making purchases online, so our customer service experts are trained and ready to help place orders over the phone, clearly explaining the payment options available to the customer.
Privacy and Confidentiality: We respect your privacy and will handle your information confidentially. If you are in a vulnerable situation and need to discuss sensitive matters, please reach out, and we will ensure that your personal details are managed securely.
Product Returns and Aftercare: If you wish to return your order within the 14 days return period, then our team will work closely with you to discuss how this will work and to ensure you are comfortable with the procedure. If you are experiencing any problems with an existing order then our Aftercare Manager will walk through our aftercare processes step-by-step with you.
Training: Willow & Hall Ltd are committed to ensuring all its staff are aware of this policy and are adequately trained once per annum.
How to Contact Us:
If you are a vulnerable customer or know someone who is, and you need assistance, we encourage you to reach out to us directly through one of the following methods:
Email: [email protected]
Phone: 020 8939 3800 (Available Monday to Friday, 9am - 5pm)
Contact Form: Available on our website
We are here to help and will always do our best to ensure that your shopping experience is as smooth and supportive as possible.
Commitment to Accessibility:
We are continually working to improve the accessibility of our website. If you have any suggestions for how we can make our site easier to use for people with specific needs, we would love to hear from you. We are committed to ongoing improvement and inclusivity.
Feedback:
We welcome feedback from all of our customers. If you have any suggestions or concerns regarding our service to vulnerable customers, please contact us via the details above. Your input helps us to ensure that we continue to provide the best possible support.
Thank you for choosing Willow & Hall. We are here to help every step of the way.