VULNERABLE CUSTOMER POLICY 

Vulnerable Customer Policy

At Prestige Telecom Group we are committed to treating all of our customers fairly, respectfully, and with understanding. We recognise that some customers may, at times, need extra support to make informed decisions. This policy explains how we identify and assist customers who may be vulnerable, to ensure that no one is disadvantaged when dealing with us.

Our Commitment

  • We will always communicate in a clear, fair and respectful way.
  • We will listen carefully to your needs and adapt our approach if you require extra support.
  • We will never pressure you into making a decision.
  • We will make reasonable adjustments to help you understand our services and make the choice that’s right for you.

Who May Be Vulnerable?

Vulnerability can take many forms and may be temporary, occasional, or permanent. It might include:

  • Health conditions or disabilities
  • Mental health challenges
  • Language or communication barriers
  • Financial difficulties
  • Bereavement or major life events
  • Any situation where you feel you need extra time or help to make a decision

We understand that every customer’s circumstances are different, and we will treat you with sensitivity and respect.


How We Can Help

If you tell us (or if we identify) that you may need additional support, we may:

  • Allow extra time to explain information and answer your questions
  • Provide information in writing so you can review it at your own pace
  • Offer to involve a trusted family member, colleague, or advisor in discussions
  • Adjust our communication to suit your needs
  • Pause or decline a sale if we believe it would not be in your best interest

What We Ask of You

If you feel that you are in a vulnerable situation, please let us know as early as possible. This will help us to put the right support in place for you. Any information you provide will be handled sensitively and in line with data protection laws.

Our Staff Training

All of our team are trained to:

  • Recognise signs of vulnerability
  • Communicate clearly and patiently
  • Take appropriate action to ensure you are treated fairly

Contact Us

If you would like to discuss this policy, or if you believe you may require additional support when dealing with us, please contact our Customer Support Team:


 03303 200 202

 info@prestigetelecomgroup.co.uk

 E3-E5 Heritage Business Park, PO12 4BG