Vulnerable Customers Policy
Lewis Heating And Plumbing Limited | Last updated: May 2026
Our Commitment
At Lewis Heating & Plumbing Ltd, we are committed to treating all customers fairly and with respect. We recognise that some customers may be in vulnerable circumstances and we take extra care to ensure these customers are supported appropriately at every stage of their interaction with us.
What Is a Vulnerable Customer?
A vulnerable customer is someone who, due to their personal circumstances, may be at greater risk of harm or disadvantage. Vulnerability can be temporary, permanent or situational. Examples include:
- Recent bereavement or significant life event
- Serious illness or physical disability
- Mental illness or cognitive impairment (including dementia)
- Old age
- Lack of financial literacy or numeracy
- Inability to easily access or use the internet
- Caring responsibilities
- Language barriers
- Low income or financial difficulty
How We Support Vulnerable Customers
When we believe a customer may be vulnerable, we will:
- Take extra time to explain information clearly and in plain language
- Listen carefully and ensure we understand the customer's individual needs
- Never pressure a customer into making a quick decision
- Be flexible in how we communicate and deliver our service
- Encourage the customer to involve a trusted person if they wish
- Keep the customer fully informed at every stage
- Refer the customer to TradeHelp directly if finance-related questions arise that we cannot answer
Finance and Vulnerable Customers
When discussing finance options, we will never pressurise a vulnerable customer into a decision. If at any point we have concerns about a customer's ability to understand the information being provided, we will stop and contact TradeHelp immediately for further guidance and support.
Contact Us
If you feel you need additional support when dealing with us, please let us know. You can contact us by:
- Phone: 01942 800158
- Email: info@lewisheatingplumbing.co.uk
Further Support
If you require further assistance regarding a finance agreement, please contact TradeHelp directly via their privacy and complaints policy at www.tradehelp.co.uk.