Vulnerable Customers
All customers should be treated fairly, and this expectation goes a step further with vulnerable customers.
A person with a vulnerability is usually described as someone who is at a higher risk of harm than others.
The statutory term ‘vulnerable adult’ describes people over the age of eighteen, towards whom the state has specific safeguarding responsibilities, such as:
- receiving certain types of health and social care.
- receiving certain types of welfare support.
- Has a Disability (mental or other).
The statutory definition is very specific but should not be the only consideration when thinking about how a person might be vulnerable.
We should also consider vulnerability in relation to:
• a personal characteristic, such as having a low income, a low level of literacy or if their first language is not English.
• The age or physical infirmity of the person.
• Any other risk factor
The following personal characteristics are examples of risk factors
When a vulnerable customer is identified, the information provided should be appropriate to the customer’s needs or where appropriate seek the involvement of a trusted friend or relative.
Safeguarding
Safeguarding is everyone’s responsibility, as well as our collective responsibility as an organisation, each person working for or with Trade Windows (Preston) Ltd has an individual responsibility.
A safeguarding concern can be made by any person.
In all instances where abuse is suspected to be happening to an adult who does not have full capacity, then an alert must be made to your line manager who will then inform the appropriate authority.
Examples of Safeguarding Instances
Neglect/Acts of Omission
Ignoring medical, emotional or physical needs; failure to provide access to appropriate health, care and support or educational services; withholding the necessities of life including medication, adequate nutrition and heating.
Self-neglect/hoarding
A wide range of behaviour neglecting to care for one’s personal hygiene, health or surroundings and includes behaviour such as hoarding.
Honour Based Abuse
Honour-based abuse is a crime or incident committed to protect or defend the ‘honour’ of a family or community.
Domestic Abuse
We define domestic abuse as an incident or pattern of incidents of controlling, coercive, threatening, degrading and violent behaviour, including sexual violence, in the majority of cases by a partner or ex-partner, but also by a family member or carer. It is very common. In the vast majority of cases it is experienced by women and is perpetrated by men, however this is not always the case.
Modern Slavery
Modern slavery is when someone loses their freedom and is controlled and exploited by another person or people for personal or commercial gain. It is an umbrella term for many forms of slavery including but not exclusive to human trafficking.
Modern slavery can take many different forms, but usually includes tricking, threatening or physically forcing people either into work for little or no pay, committing crimes or sexually exploiting them all to profit the trafficker.
County Lines
County lines is a type of criminal exploitation. Urban gangs persuade, coerce or force children and young people to store drugs and money and/or transport them to suburban areas, market towns and coastal towns.
Cuckooing
Cuckooing is a crime where a criminal, or criminal gangs, exploit vulnerable people. The most common form of cuckooing is where drug dealers take control of the victim’s home and use the premises to store, prepare or distribute drugs often as part of county lines networks.