Privacy Policy, Finance Disclaimers & Help

-The Legal Stuff

Who we are

This privacy policy sets out how Energise Energy uses and protects any information that you give us when you use this website.

At Energise Energy, we are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Energise Energy may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 24th May 2018.

What we collect

We may collect the following information:

  • Your Name
  • Company Name
  • Company Website
  • Contact information including 
    • Email Address
    • Phone Number
  • Other information relevant to your project that you enter into a contact form on this website

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal Record Keeping

  • If you have opted in, we may periodically send emails about new products, special offers or newsletters using the email address which you have provided. We will not send you any emails unless you have specifically opted-in to this communication. All emails of this type have an unsubscribe link if you choose to opt-out of receiving them.
  • We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Third-Party Data

We use two third-party services, Google Analytics and Hotjar, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google or Hotjar to make, any attempt to find out the identities of those visiting our website.

We also use a Facebook ‘pixel’ to track and send website conversions to Facebook and to retarget website visitors for advertising purposes. We have no access to this data and does not allow us to personally identify anyone visiting our website.

Finally, we may also use Google AdWords collect visitor data in for the purpose of showing remarketing adverts.

You can find more information on how cookies are used on this website in the Cookies Policy below.

How we use cookies

A cookie is a small file which asks permission to be placed on your device’s internal storage. Once you agree, the file is added, and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

How long are cookies stored for?

Persistent cookies – these cookies remain on a user’s device for the period of time specified in the cookie. They are activated each time that the user visits the website that created that particular cookie. 

Session cookies – these cookies allow us to link the actions of a user during a session. A session starts when a user opens the browser window and finishes when they close the browser window. Session cookies are created temporarily and once you close the browser, all session cookies are deleted.

More detailed information about cookies can be found at AboutCookies.org and AllAboutCookies.org.

Our website may contain links to enable you to visit other websites of interest easily. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing us at the address below to or emailing us at [email protected]
  • We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law.
  • We will not send you any marketing or promotional emails unless you have specifically opted-in to this method of communication.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to Energise Energy,  1A,Skypark, First Avenue, Finningley, Doncaster, DN9 3RH.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

-Finance

Finance Statement

Energise Energy Solutions is an Introducer Appointed Representative of Kanda. Kanda is a trading style of Kanda Products & Services Ltd, Forward House, 17 High Street, Henley-in-Arden, B95 5AA, registered in England (11330964), authorised and regulated by the Financial Conduct Authority (firm reference number 920795). Kanda is acting as a credit broker offering finance products from a panel of lenders Credit is subject to status. Representative example: 11.9% APR Representative based on a loan of £5000 repayable over 60 months at an interest rate of 11.9% pa (fixed). Monthly repayment of £109.45. Total amount payable £6567.16.

Shop Now. Pay Later with Klarna.

We’re excited to announce we have partnered with Klarna to bring you new ways to pay at checkout. It’s a safe and simple way to get the stuff you want, when you want it.

 

Step 1 

Add products to your cart and select “Klarna” when you check out

Step 2 

Enter a few personal details and you’ll know instantly if you’re approved

Step 3 

Klarna will send you an email confirmation and reminders when it’s time to pay and you can manage your orders and payments in the Klarna app.

 

Our Payment Options

Pay in 30 days 

Make your purchase today so you can try before you buy. Only pay for what you keep. Pay up to 30 days later. No interest. No fees, when you pay on time. 

Paying after delivery allows you to try before you buy and is the easiest way to shop online. 

  • Complete the payment in full after purchase at no added cost.
  • Report returns directly in our app and only pay for the items that you keep.
  • Not making your payment on time could affect your ability to use Klarna in the future. 
  • Debt collection agencies are used as a last resort 

Pay in 30 days is an unregulated credit agreement. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status.Ts&Cs and late fees apply. [www.klarna.com/uk/terms-and-conditions]

Pay in 3 

Spread the cost of your purchase into 3 interest-free instalments. The first payment is made at point of purchase, with remaining instalments scheduled automatically every 30 days. Select the Klarna option and enter your debit or credit card information. 

  • A new way to pay that’s an alternative to a credit card.
  • 3 instalments gives you flexibility to shop without interest.
  • Not making your payment on time could affect your ability to use Klarna in the future. 
  • Debt collection agencies are used as a last resort. 

Klarna’s Pay in 3 is an unregulated credit agreement. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status.Ts&Cs and late fees apply. [www.klarna.com/uk/terms-and-conditions]

 

About Klarna

Pay online or in the app 

Review your latest purchases and make payments in the Klarna app or online. 

About Klarna 

Safe and secure 

With Klarna, you are always covered through Klarna’s Buyer Protection policy. Modern safeguards protect your information to prevent unauthorised purchases. 

Frequently asked questions 

Visit our FAQ (https://www.klarna.com/uk/customer-service/) page to find out more about using Klarna. 

At Klarna, we have a relentless focus on creating the best shopping experience in the world. We believe payments are so much more than just a way to send money. That’s why our smooth checkout options give you more time and control so you can focus on the things you love. 

  • More than 150 million shoppers are using Klarna.
  • 450,000 retailers are working with us worldwide.
  • We’re one of Europe’s largest banks and we’ve been powering online checkouts for over 15 years. 

Klarna’s Pay in 3 and Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status.Ts&Cs and late fees apply. [www.klarna.com/uk/terms-and-conditions]

 

 

Pay in 30 Days

Frequently Asked Questions

 

The following FAQs are provided to merchants offering Klarna’s Pay in 30 days to their customers. They should be made easily available on the merchant website to ensure customers understand and have access to additional information regarding this payment method.

Who is Klarna?

Klarna is a payments service that helps you buy the things you want or need. Right now, over 150 million people worldwide use Klarna at over 450,000 online stores. 

How does Pay later in 30 days work? 

Pay in 30 days is a credit product which lets you pay any time within 30 days of your purchase interest-free. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details. You can see both past and future payments using the Klarna app. 

Am I eligible for Pay in 30 days? 

You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay in 30 days. When you choose Klarna they will also check the information you provide and your financial situation. 

Can I have multiple Pay in 30 days orders at the same time?

Yes, you can. If you see Klarna Pay in 30 days when you go to an online checkout then it is available to you. Every time you use Pay in 30 days, Klarna will check to see whether you can use the service again for each additional purchase. 

What does Klarna consider when reviewing my application? 

Klarna offers Pay in 30 days based on a number of factors such as the purchase amount, previous order history. If you are 18 or over, you can improve your chances of being offered Pay in 30 days by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just becahat do I need to provide when I make a purchase? 

If you want to purchase something using Klarna’s Pay in 30 days, you’ll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they’ll use the phone number you’ve shared. For any other information Klarna need to share with you, they’ll send this to your email address. 

Will a credit search take place? 

When you use Pay in 30 days, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase. 

How do I make repayments to Klarna?

You can pay any time within 30 days of your purchase interest-free. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details.You can see both past and future payments using the Klarna app. 

I have been asked to go to the Klarna site. Is this correct? 

If you choose to pay for your order using Pay in 30 days, Klarna will send you an email showing you how to pay. The email will have a link you can use to make this payment using your credit or debit card. 

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk. 

Is my payment information safe? 

Payment information is processed securely by Klarna. No card details are transferred to or held by Energise Energy Solutions. All transactions take place through connections secured with the latest industry standard security protocols. 

How do I know Klarna has received my payment? 

Klarna will notify you by email and push notification when a payment is due and when you have made or missed a payment. You can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk. 

What happens if I don’t make a payment on time? 

Pay in 30 days is a credit product and you are required to make your payment to Klarna. If you don’t pay for your order on time, Klarna may charge late payment fees. Klarna may also share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders’ credit products in the future. Full details can be found in the Klarna terms and conditions here

What happens if I don’t pay for my order? 

As Pay in 30 days is a credit product, if you don’t pay for your order Klarna may use a debt collection agency. Klarna may also report the missed payment to credit reference agencies. This means you may find it more expensive or difficult to get credit in the future.

I’ve received a statement, but I’ve not yet received my goods. 

If you have not received your goods please call Energise Energy Solutions to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive. 

What happens if I cancel or return my order? 

As soon as Energise Energy Solutions has confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately. 

I have canceled my order. How long will it take until I receive my refund? 

As soon as the store has registered your cancelation or your return, the refund will normally be processed within 5 business days. 

I have asked for a refund. How will I be refunded? 

Refunds will be issued back to the debit or credit card which was originally used at checkout. 

What happens to my statement, when I have returned the goods? 

Once Energise Energy Solutions has received the return and Klarna have received our confirmation, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app. 

What happens to my statement when I have returned part of my order? 

Once Energise Energy Solutions has received the partial return and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app. 

I haven’t received an email with my statement/payment information. 

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information. 

I still have questions regarding payment, how can I get in touch? 

Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options. 

 

Pay in 3

Frequently Asked Questions

 

The following FAQs are provided to merchants offering Klarna’s Pay in 3 to their customers. They should be made easily available on the merchant website to ensure customers understand and have access to additional information regarding this payment method.

Who is Klarna?

Klarna is a payments service that helps you buy the things you want or need. Right now, over 150 million people worldwide use Klarna at over 450,000 online stores. 

How does Pay in 3 work? 

Klarna’s Pay in 3 is a credit product that lets you spread the cost of your purchases over 3 equal interest-free payments. Klarna will take the payments from your debit or credit card directly so you don’t have to worry about missing a payment. Klarna will take the first payment when you make the purchase, the second 30 days later and the final payment 60 days from your purchase date. You can see your past and future payments at any time using the Klarna app. 

Am I eligible for Pay in 3? 

You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay in 3. When you choose Klarna they will also check the information you provide and your financial situation. 

Can I have multiple Pay in 3 orders at the same time? 

Yes, you can. If you see Klarna Pay in 3 when you go to an online checkout then it is available to you. Every time you use Pay in 3, Klarna will check to see whether you can use Pay in 3 again for each additional purchase. 

What does Klarna consider when reviewing my application? 

Klarna offers Pay in 3 based on a number of factors such as the purchase amount, and previous order history. You can improve your chances of being offered Pay in 3 by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay in 3 before does not mean it will be offered for every order. In turn, if your application for Pay in 3 is denied, it does not mean it will be denied for future orders. 

What do I need to provide when I make a purchase? 

If you want to purchase something using Klarna’s Pay in 3, you’ll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they’ll use the phone number you’ve shared. For any other information Klarna need to share with you, they’ll send this to your email address. 

Will a credit search take place?

When you use Pay in 3, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase. 

How do I make repayments to Klarna? 

Klarna will take your Pay in 3 payments from the debit or credit card you shared when you made your purchase. Klarna will take the first payment when you make your purchase, the second payment after 30 days and the final payment 60 days from the day you made your purchase. You can see both past and future payments using the Klarna app. 

Can I pay before the due date? 

Yes. Just go to the Klarna app or log onto Klarna.com/uk.

Is my payment information safe? 

Payment information is processed securely by Klarna. No card details are transferred to or held by Energise Energy Solutions. All transactions take place through connections secured with the latest industry standard security protocols. 

How do I know Klarna has received my payment? 

Klarna will notify you by email, SMS or push notification when a payment is due and when you have made or missed a payment. You can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk. 

What happens if I don’t make a payment on time? 

Pay in 3 is a credit product and you are required to make your scheduled payments to Klarna. Your payments are automatically withdrawn from your connected card or bank account according to the agreed payment schedule. Klarna will send you multiple friendly reminders before payment is due so you can make sure you’ve got enough money to pay. If payment fails, you may be charged a late fee, subject to our T&Cs. 

What happens if I don’t pay for my order? 

If you don’t make your payments you will be in arrears as Pay in 3 is a credit product. Klarna may then share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders’ credit products in the future. Klarna may also refer any debt to a debt collection agency. This agency will collect the debt on behalf of Klarna. Also, if the debt is referred to a debt collection agency Klarna will share this information with credit reference agencies. 

I’ve received a statement, but I’ve not yet received my goods. 

If you have not received your goods please call Energise Energy Solutions to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive. 

What happens if I cancel or return my order? 

As soon as Energise Energy Solutions has confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately. 

I have canceled my order. How long will it take until I receive my refund? 

As soon as the store has registered your cancelation or your return, the refund will normally be processed within 5 business days. 

I have asked for a refund. How will I be refunded?

Refunds will be issued back to the debit or credit card which was originally used at checkout. 

What happens to my statement, when I have returned the goods? 

Once Energise Energy Solutions has received the return and Klarna have received our confirmation, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app. 

What happens to my statement when I have returned part of my order? 

Once Energise Energy Solutions has received the partial return and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app. 

I haven’t received an email with my statement/payment information. 

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information. 

I still have questions regarding payment, how can I get in touch? 

Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options. 

Klarna’s Pay in 3 and Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.use you have been accepted for Pay in 30 days before does not mean it will be offered for every order. In turn, if your application for Pay in 30 days is denied, it does not mean it will be denied for future orders. 

Finance FAQ Text

How do I choose to PaybyFinance?

Just select the finance option on the checkout page.

Who is eligible to apply for online finance?

To apply for online finance, you must be over the age of 18, work at least 16 hours a week, or be retired with an income. You must also be a resident of the United Kingdom and have lived in the UK for the last 12 months or more.

Unfortunately, we are unable to offer online finance to residents of Eire. Homemakers aren’t excluded from applying under their own names; however the employment details of your spouse / partner will be required in order to process your application.

When do my repayments start?

Your monthly repayments will begin one month after your purchase has been delivered.

 

Are there any arrangement fees or hidden extras for credit?

No. There are no arrangement fees or hidden extras.

Applying for online finance

Applying for online finance couldn’t be easier or more convenient. When you buy online from Energise Energy Solutions Ltd trading as Energise Energy Solutions Ltd you have the choice of applying for finance by adding your purchase to the shopping basket, selecting the finance option, and completing an online application form. Just follow the simple instructions, entering your personal details as required and we’ll do the rest.

The whole process only takes a few minutes and is simple and secure. Once your finance application is approved, you will then be advised of how to sign the finance agreement and you will also receive an email confirming these details.

Please read the agreement carefully checking that all the details are correct, then either electronically sign the agreement or print and sign the agreement in both boxes. Post the signed agreement to the address shown on the covering letter of the agreement.

Following receipt of your finance agreement and a few additional checks, your goods will be dispatched.

 

How quickly will my finance application be approved?

 

All finance decisions will be made within 60 seconds. Once you are approved, we will contact you (during working hours Monday to Friday) to arrange delivery. If you your application is referred Novuna’s Underwriting Team will review your application and may request some further information from you before making their decision.

Once my application is approved, what happens next?

Within minutes of your application being approved, you will be presented with the options to either e-sign or print and return your finance agreement.

If you choose to e-sign your agreement, a PDF of your agreement will be displayed on screen. You should read the agreement carefully before clicking all the relevant sections agreeing to its terms.

Once you have agreed to the terms of the finance agreement Energise Energy Solutions Ltd trading as Energise Energy Solutions Ltd will be notified and you need do nothing more.

If you choose to print and return your agreement you should print the agreement, read it carefully and then sign the document following the instructions on the covering letter. This signed document should then be posted to the address shown on the covering letter of the finance agreement.

Note that products will not be allocated to your order until your completed and signed agreement is returned and received by Novuna Personal Finance. Shipment of your goods will follow soon after your agreement has been returned and received.

Will you credit score me and if so, what does this mean?

Credit scoring is the process used by financial services companies to evaluate the credit risk of new applicants. This technique will be applied to your application for online finance. Credit scoring works by awarding points for each answer given on the application form such as age, income and occupation, together with information obtained from credit reference agencies.

This information allows consistent decisions to be provided, ensuring all applicants are treated fairly. Credit scoring does not discriminate on the grounds of sex, race, religion or disability.

If you decline my application, what is the reason?

In addition to credit scoring, Novuna also takes into account confirmation of your identity, validation of certain application details, existing commitments and information held at the credit reference agencies. Though Novuna is unable to provide you with a main reason for declining your application, it is usually based on one, or a combination of the following:

  • Your credit score (please note that every finance company will score you differently)
  • Adverse credit reference agency information
  • You are considered to be overcommitted
  • You are aged under 18
  • Your existing account performance with other lenders

What type of information do credit reference agencies hold about me?

Some of the information is public information, for example electoral roll, County Court Judgments and bankruptcies. Other lenders may also file information about accounts you hold with them for instance this could include your payment history and outstanding balance on these accounts. Any requests for credit, where a credit reference search has been undertaken, will also be filed, although the result of the request is not recorded.

How do I obtain a copy of this information?

Send a request to the relevant credit reference agency, together with details of all addresses at which you have lived over the last 6 years:

  • Experian Limited, Customer Support Centre, PO Box 9000, Nottingham, NG80 7WF
  • Equifax Ltd., Customer Service Centre, PO Box 10036, Leicester, LE3 4FS
  • TransUnion International UK Limited, Consumer Services, PO Box 491, Leeds, LS3 1WZ

The above listed agencies will provide details of information relating to these addresses. If you believe that the information is incorrect, you can ask the agency to correct it.

If my application is not successful, can I re-apply?

Yes. We acknowledge that circumstances change and just because a previous application has been refused, it does not mean that a further request will automatically be turned down. We do suggest however, that you leave at least 6 months between applications.

Can I request delivery to an address other than my home?

In order to safeguard against fraudulent applications, we regret that we’re able only to deliver goods to the home address of the applicant. 

 

What is APR and Rate of Interest?

The ‘rate of interest’ is the cost you will pay each year to borrow the money, expressed as a percentage rate. It does not reflect fees or any other charges. The ‘APR’ is a broader measure of the cost of borrowing than the interest rate. The APR reflects the interest rate, and other charges that you pay to get the loan. The FCA description of any APR is “APR stands for the Annual Percentage Rate of charge. You can use it to compare different credit and loan offers. The APR takes into account not just the interest on the loan but also other charges you have to pay, for example, any arrangement fee. All lenders have to tell you what their APR is before you sign an agreement. It will vary from lender to lender

 

Complaints

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna. Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can’t reach an agreement

 

If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.

They can be contacted in the following ways:

· Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR · Telephone: 0300 123 9 123 · E-mail: [email protected]

 

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk

-Helping you

Something not right?

On the rare occasion that we do receive a complaint, we take it very seriously. If you are unhappy with the any aspect of the goods you purchased with us you may contact us in any way you prefer. Our contact details are as follows;

Phone: 0330 094 5101

Email: [email protected]

FAIR AND CONSIDERATE TREATMENT OF VULNERABLE CUSTOMERS 

Author: Best HR 

Approval: Directors 

Version No. 1 

Classification: restricted/internal 

 

This policy covers the following elements: 

 

  1. INTRODUCTION 

  1. The Company recognises the importance of treating all customers, particularly those in vulnerable circumstances, with fairness and consideration. This policy is designed to ensure that our services and interactions are accessible, empathetic, and responsive to the unique needs of these individuals. 

 

  1. DEFINITION OF VULNERABLE CUSTOMERS 

  1. Vulnerable customers are those who, due to personal circumstances, may be at an increased risk of experiencing financial, emotional, or physical detriment when engaging with our company. Vulnerabilities may arise from factors such as age, disability, mental health issues, low literacy, financial hardship, or language barriers. 

 

  1. PRINCIPLES OF FAIR AND CONSIDERATE TREATMENT 

  1. We are committed to adhering to the following principles in our interactions with all customers: 

 Accessibility: We will strive to make our products, services, and communication channels accessible to our customers. 

Understanding and Empathy: Our employees will demonstrate empathy, patience, and understanding when interacting with our customers, taking into account their unique circumstances. 

Privacy and Confidentiality: We will respect the privacy and confidentiality of our customers and their personal information, ensuring compliance with data protection laws. 

Clear Communication: We will provide information in plain, easily understandable language and offer translation or interpretation services when required. 

Alternative Channels: We will provide alternative communication channels (e.g., written correspondence, telephone, or online) to accommodate varying needs and preferences. 

Complaints Handling: We will have a transparent process for handling complaints from all customers and take corrective action when necessary. 

 

  1. RESPONSIBILITIES 

  1. Management: Senior management is responsible for promoting and maintaining a culture of fairness and consideration towards our customers. 

  1. Employees: All employees must be aware of this policy, receive relevant training, and apply the principles in their interactions with customers. 

  1. Monitoring and Compliance: The Company will conduct regular reviews and updates to ensure this policy remains effective and complies with relevant legislation. 

  1. Reporting: Any breaches of this policy or instances of unfair treatment towards our customers should be reported promptly and investigated. 

  1. IMPLEMENTATION 

  1. This policy applies to all customer interactions, encompassing sales, customer service, and debt recovery. We will regularly evaluate the impact of this policy on our services and customers and make necessary improvements. 

  1. BREACHES OF THIS POLICY 

  1. Treating our customers fairly and with consideration is integral to our commitment to social responsibility and ethical company practices. By adhering to this policy, the company aims to ensure that all individuals, regardless of their vulnerabilities, receive equitable treatment when engaging with our company. In the event of an employee breaching this company policy, they may be subject to disciplinary action as per the company’s disciplinary procedure. Under specific circumstances, such a breach may be deemed as gross misconduct, resulting in immediate termination of employment without prior notice or payment in lieu of notice.

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