Vulnerable Customer & Complaints Policy
Vulnerable Customer Policy Including Third-Party Finance Applications
Updated July 2025
Overview
Michael Jones Jeweller Ltd. is dedicated to providing support to all customers, particularly those who may be vulnerable due to various circumstances. This updated policy outlines our commitment to ensuring that vulnerable customers receive appropriate assistance throughout their interactions with us, particularly in relation to third-party finance applications.
Definition of Vulnerable Customers
Vulnerable customers may include individuals who experience challenges due to financial hardship, mental health issues, physical disabilities, age-related concerns, or other situational factors that may impact their ability to access our services or make informed financial decisions.
Identification and Training
All staff will receive training on recognising the indicators of vulnerability and understanding their implications when providing services and support, including during third-party finance applications.
Training will emphasise empathy, active listening, and appropriate response strategies to ensure sensitive customer interactions.
Support for Vulnerable Customers
Personalised Assistance: We commit to offering personalized support to vulnerable customers throughout the finance application process, ensuring they have a clear understanding of the terms, conditions, and potential consequences of third-party finance agreements.
Clear Communication: All communications regarding finance applications will be provided in a straightforward and accessible manner. We will offer written explanations and, when necessary, face-to-face discussions to address any questions or concerns.
Pressure-Free Environment: We prioritise creating a pressure-free environment for all our customers. Vulnerable customers will be encouraged to take the time they need to make informed decisions about financing options without feeling rushed.
Third-Party Finance Applications
Partner Selection: We will partner exclusively with a reputable and responsible third-party finance provider, V12, that adhere to ethical lending practices and prioritise customer welfare. V12 also adhere to all Consumer Duty ethical and legal polices.
Transparent Process: We will clearly explain the finance application process, including associated fees, terms, and long-term implications. All information will be provided in a manner that is easily understandable.
Responsible Lending Practices: We encourage our third-party finance partner, V12, to conduct thorough assessments of a customer’s financial health before approval, ensuring that lending practices align with the needs and circumstances of vulnerable customers. Michael Jones Jeweller have no say in whether a customer will be approved for finance, the decision lies solely with V12.
Feedback and Continuous Improvement
We welcome and encourage feedback from our customers regarding their experiences. This feedback will be instrumental in refining our policies and services, allowing us to better meet the needs of vulnerable individuals.
Compliance and Monitoring
We commit to regularly reviewing our vulnerable customer policy, ensuring compliance with relevant laws and regulations. Regular assessments will be conducted to evaluate the effectiveness of our support measures for vulnerable customers engaged in third-party finance applications.
Reporting Mechanisms
We will establish clear channels for vulnerable customers to voice concerns or report issues related to their experiences, particularly during the finance application process. We aim to address these concerns promptly and effectively.
Accessibility Considerations
We will strive to provide accessible services, including physical access to our retail locations, user-friendly website design for individuals with disabilities, and providing documentation in multiple formats (e.g., large print, Braille, or translation services). V12 will provide all documentation and support for finance applications.
Privacy and Confidentiality
We will ensure that all sensitive information shared by vulnerable customers is handled with the utmost confidentiality and in compliance with applicable privacy laws.
Conclusion
Michael Jones Jeweller is committed to fostering an inclusive environment that respects the needs of all customers. This updated vulnerable customer policy emphasises our dedication to supporting vulnerable individuals, particularly in the context of third-party finance applications. We are committed to continuous improvement and welcome any questions or feedback regarding our policy.
Please contact us if you have any questions about our Vulnerable Customer Policy
by email: enquiries@michaeljonesjeweller.co.uk
by telephone: 01604632548
or write to us at:
Michael Jones Jeweller,
One Gold Street,
Northampton,
NN1 1SA
Complaints Policy
Michael Jones Jeweller is dedicated to providing excellent customer service. We have a Complaints Policy to ensure all complaints are handled as efficiently and effectively as possible.
As a customer of ours, you are entitled to make a complaint to us. The following outlines our policy and procedures for the handling of verbal and written complaints.
Summary
We want to resolve your complaints or any issues you may have as soon as possible and we will do our best to fix the problem you may be having with our services, as soon as possible.
How to contact us
by email: enquiries@michaeljonesjeweller.co.uk
by telephone: 01604632548
or write to us at:
Michael Jones Jeweller,
One Gold Street,
Northampton,
NN1 1SA
Our Responsibilities
- To provide an efficient, fair, and structured mechanism for handling complaints.
- To provide our customers with access to the complaints handling process, including those customers who are vulnerable and those with special needs or requirements.
- To keep customers informed as to the progress of their complaint and expected timeframe for resolution.
Handling Your Complaint
- Upon receiving a complaint, we will acknowledge your matter via telephone or email within one working day.
- We will keep you informed of the progress of your complaint, proposed actions and the expected timeframe for resolution.
- Our aim is to resolve complaints in a timely manner and we will resolve a matter within 30 calendar days.
- We will advise you of the outcome of your complaint.
In the unlikely event, you are still dissatisfied and your agreement is regulated by the FCA, you are entitled to refer your complaint to the Financial Ombudsman Service free of charge. This should be done straight away, but must be within six months from the date of our final response.
Further information regarding the Financial Ombudsman Service can be found on their website at www.financial-ombudsman.org.uk.
