Vulnerable Customers

Our Commitment

At Time4Sleep, we're committed to treating all customers fairly and with respect. We recognise that some customers may need extra support at certain times in their lives, and we're here to help.

What Does "Vulnerable Customer" Mean?

A vulnerable customer is someone who, because of their personal circumstances, may find it harder to:

  • Make informed decisions about products or services
  • Understand information we provide
  • Engage with us in the usual way
  • Protect themselves from harm or poor outcomes

Vulnerability can affect anyone at any time and may be temporary or permanent.

Types of Vulnerability

Customers may experience vulnerability due to:

Health-related issues:

  • Physical disabilities or reduced mobility
  • Mental health conditions
  • Serious or long-term illnesses
  • Age-related conditions
  • Learning difficulties

Life events:

  • Bereavement
  • Relationship breakdown
  • Job loss or financial difficulties
  • Caring for a family member
  • Recent victim of crime or fraud

Financial circumstances:

  • Low income or sudden income reduction
  • Over-indebtedness
  • Difficulty managing money

Other factors:

  • Language barriers
  • Low literacy or numeracy
  • Limited access to digital services
  • Social isolation

How We Identify Vulnerable Customers

We train our staff to recognise signs of vulnerability through:

  • Conversations with customers
  • Information customers choose to share with us
  • Patterns in how customers interact with us
  • Difficulties customers may express

We never make assumptions, and we respect that customers may not want to share personal information.

Our Approach to Supporting You

When we identify that you may need extra support, we will:

Listen and understand

  • Give you time to explain your situation
  • Ask how we can best help you
  • Respect your privacy and dignity

Adapt our service

  • Communicate in the way that works best for you (phone, email, in person, through a representative)
  • Provide information in clear, simple language
  • Offer more time for decisions
  • Send reminders if helpful
  • Arrange accessible delivery

Keep you informed

  • Explain your options clearly
  • Help you understand terms and conditions
  • Make sure you're aware of your rights
  • Provide information in alternative formats if needed

Record your needs (with your permission)

  • Keep a confidential note of how we can best support you
  • Ensure all our teams know how to help you
  • Review this regularly in case your needs change

Practical Support We Offer

Depending on your circumstances, we can:

  • Allow extra time for calls without rushing you
  • Send confirmation of conversations in writing
  • Speak with family members, carers, or representatives (with your consent)
  • Arrange flexible payment options
  • Provide delivery at convenient times
  • Offer additional help with product assembly or setup
  • Pause contact during difficult periods
  • Provide information in large print or alternative formats

Your Right to Bring Someone With You

You're welcome to:

  • Bring a family member, friend, or carer to appointments or calls
  • Authorise someone to act on your behalf
  • Have a third party receive communications

Just let us know, and we'll make the necessary arrangements.

Staff Training

All Time4Sleep staff receive regular training on:

  • Recognising signs of vulnerability
  • Communicating with sensitivity and respect
  • Providing appropriate support
  • Protecting customer information
  • When to seek additional guidance

Confidentiality

Any information you share about your circumstances is:

  • Kept strictly confidential
  • Only shared with team members who need to know to help you
  • Stored securely in accordance with data protection laws
  • Never used to disadvantage you

If We Get It Wrong

If you feel we haven't provided the support you needed:

  1. Please tell us - we want to put things right
  2. Contact our Customer Service team on Tel. 01484 500560 or hello@time4sleep.co.uk
  3. Ask to speak with a manager if you're not satisfied
  4. We'll investigate and respond within 7 working days

Making a Complaint

If you're unhappy with our service:

  1. Contact us at [complaints contact details]
  2. We'll acknowledge your complaint within 3 business days
  3. We'll investigate and provide a full response within 8 weeks
  4. If you're not satisfied with our response, you can contact the Financial Ombudsman Service

Additional Support Services

We can provide information about external organisations that may help, including:

  • Citizens Advice
  • Money Helper (free debt advice)
  • Age UK
  • Carers UK
  • Mind (mental health support)
  • Local authority social services

Reviewing This Policy

We review this policy annually to ensure it meets:

  • Financial Conduct Authority (FCA) requirements
  • Current best practice
  • Feedback from our customers

Contact Us

If you'd like to discuss any extra support you may need:

  • Phone: 01484 500560
  • Email: hello@time4sleep.co.uk
  • Post: Unit G2, Lacy Way, Lowfields Business Park, Halifax, HX5 9DB

You can also ask any member of our team to arrange for someone to call you back at a convenient time.