Vulnerable Customers Policy

1. Introduction

Smartfoam Ltd is committed to ensuring the well-being and protection of all our customers, especially those who may be considered vulnerable. This Vulnerable Customers Policy outlines our dedication to providing a safe and supportive environment during the sale and installation of our products. We recognise that vulnerable customers may require special attention and consideration, and we aim to deliver services that meet their unique needs.

2. Definition of Vulnerable Customers

Vulnerable customers may include but are not limited to individuals who:

3. Training and Awareness

All Smartfoam Ltd employees involved in the sale and installation of products will receive comprehensive training on recognising and supporting vulnerable customers. This training will include:

4. Tailored Services

Smartfoam Ltd is committed to providing tailored services to meet the unique requirements of vulnerable customers. This may include:

5. Consent and Decision-Making Support

We understand that vulnerable customers may require additional support in making informed decisions. Smartfoam Ltd staff will take extra care to obtain clear and informed consent, providing necessary information in a format that is accessible and understandable. If a vulnerable customer requires assistance, we will encourage them to involve a trusted friend, family member, or advocate in the decision-making process.

6. Complaints and Feedback

Smartfoam Ltd welcomes feedback from all customers, and particularly values input from vulnerable customers. We have established a dedicated channel for receiving complaints, concerns, or suggestions related to the treatment of vulnerable customers. Complaints will be handled promptly, and corrective actions will be taken as necessary.

7. Active Compliance Actions

Smartfoam Ltd actively ensures compliance with all relevant laws and regulations pertaining to the protection of vulnerable customers through the following proactive actions:

8. Continuous Improvement

Smartfoam Ltd is committed to continuously improving our services and policies. We will regularly review and update our Vulnerable Customers Policy to ensure it remains effective and aligns with the evolving needs of our diverse customer base.

By adhering to this Vulnerable Customers Policy and taking active compliance actions, Smartfoam Ltd aims to create a customer-centric environment that prioritises the well-being and satisfaction of all customers, especially those who are vulnerable.

Complaints Policy and Procedure

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Home Smart Energy is a trading style of Smartfoam Ltd. Registered Address and Trading Address: Lynnem House, 1 Victoria Way, Burgess Hill, RH15 9NF. No. 09925135. Our VAT Registration No. 230912243. We are authorised and regulated by the Financial Conduct Authority FRN789507.

We are a credit broker not a lender and offer facilities from a panel of lenders. Finance is subject to status and affordability. Registered in England and Wales.

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