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At times, we (and our partners) may need to communicate with people who find it difficult to understand and or make decisions about the information provided to them.

It may be the case that we encounter people with a diagnosed condition (as detailed in our policy below)

Research conducted by Ofcom recently established that some people have difficulty dealing with communication and therefore, under the Equality Act 2010 it is illegal to discriminate. This means that if we identify any person with whom we are communicating with has a disability then we will take all reasonable adjustments to accommodate them. Including; taking steps to ensure the service is right for the consumer and that they fully understand all documentation presented to them. It is our understanding that good service makes good business sense.

We are committed to ensuring that our service is open to all, the following policy is designed to ensure we fulfill our obligations when dealing with vulnerable persons.

Policy Statement

We are committed to providing a service which is accessible to all and we also expect our partners to treat all customers equally and fairly and to comply fully with our Vulnerable Persons Policy. We recognise that we may, on occasion, come into contact with Potentially Vulnerable Persons (PVPs) and that it is required that our partners make Reasonable Adjustments to the service being offered to ensure that it is accessible for all.

Our approach in dealing with PVPs will be in compliance with the Equality Act 2010 replacing the Disability Discrimination Act 1995.

Who the policy applies to

This policy applies to all owners, directors, and employees as well all owners, directors and employees of our partners.

Introduction & Implications

We have identified the potentially vulnerable groups that we may come into contact with as:

  • The elderly;
  • The unemployed;
  • Those with a limiting and long-standing illness (e.g. physical and/or mental health conditions);
  • Those in low income households;
  • Those whose first language is not English;
  • and Those with no formal educational qualifications.
  • Those who are in some form of financial difficulty.
  • Young persons are also considered PVPs however our partners do not offer their services to those under the age of 18.

We consider an “elderly” person to be aged 70 or over. However, it is widely regarded that those aged 70 or over may not be vulnerable, regardless of age.

In some instances, an elderly person can have other characteristics which may lead our partners to believe that they are a PVP Governance & Audit.

This policy has been drafted and audited in accordance with the principles of Human Rights Legislation and the Equality Act 2010 replacing the Disability Discrimination Act 1995.

We will provide training to our employees in regards to this policy and specific to their department. We will provide refresher training on an annual basis, if any changes are made to the policy, these changes will be briefed immediately.

We will monitor business’ compliance with this policy through regular monitoring.

Breaches & Consequences

We will be responsible for ensuring daily compliance with this policy and must ensure that all staff are fully adhere to this policy.

Any employee who fails to adhere to this policy will be subject to a disciplinary investigation. Definitions Reasonable Adjustments has the meaning afforded to it in the Equality Act 2010.

Contact for Queries Our Compliance Department are responsible for dealing with any queries about this policy and its meanings.

For further information, please contact us.

This website may contain links to websites operated by third parties. The responsibility for the operation, content and cookie policies of those websites rests solely with the organisation identified as controlling the third party website and will be governed by separate terms and conditions. Links are provided for convenience and inclusion of any link does not imply endorsement in any way of the site to which it links. We accept no responsibility or liability for the contents of any linked website.

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