Vulnerability Policy

1. Introduction

HSEnergy Group Ltd is committed to ensuring the well-being and protection of all our customers, especially those who may be considered vulnerable. This Vulnerable Customers Policy outlines our dedication to providing a safe and supportive environment during the sale and installation of our products. We recognise that vulnerable customers may require special attention and consideration, and we aim to deliver services that meet their unique needs.

2. Definition of Vulnerable Customers

Vulnerable customers may include but are not limited to individuals who:

• Are elderly
• Have physical or cognitive disabilities
• Are financially disadvantaged
• Are experiencing mental health challenges
• Have language barriers

3. Training and Awareness

All HSEnergy Group Ltd employees involved in the sale and installation of products will receive comprehensive training on recognising and supporting vulnerable customers. This training will include:

• Identifying signs of vulnerability
• Communication skills for interacting with vulnerable customers
• Understanding diverse customer needs
• Respecting customer privacy and confidentiality

4. Tailored Services

HSEnergy Group Ltd is committed to providing tailored services to meet the unique requirements of vulnerable customers. This may include:

• Flexible scheduling for installations
• Clear and simple communication materials
• Accommodations for mobility or accessibility challenges
• Consideration for financial constraints

5. Consent and Decision-Making Support

We understand that vulnerable customers may require additional support in making informed decisions. HSEnergy Group Ltd staff will take extra care to obtain clear and informed consent, providing necessary information in a format that is accessible and understandable. If a vulnerable customer requires assistance, we will encourage them to involve a trusted friend, family member, or advocate in the decision-making process.

6. Complaints and Feedback

HSEnergy Group Ltd welcomes feedback from all customers, and particularly values input from vulnerable customers. We have established a dedicated channel for receiving complaints, concerns, or suggestions related to the treatment of vulnerable customers. Complaints will be handled promptly, and corrective actions will be taken as necessary.

7. Active Compliance Actions

HSEnergy Group Ltd actively ensures compliance with all relevant laws and regulations pertaining to the protection of vulnerable customers through the following proactive actions:

• Regular training and education for employees on legal requirements.
• Periodic policy reviews and updates to align with current legislation.
• Internal monitoring systems to track and evaluate performance.
• Engagement with legal counsel specialising in consumer protection.
• Incorporation of customer feedback into compliance measures.
• Accessibility audits on products, services, and customer-facing materials.
• Robust data protection measures to safeguard customer information.

8. Continuous Improvement

HSEnergy Group Ltd is committed to continuously improving our services and policies. We will regularly review and update our Vulnerable Customers Policy to ensure it remains effective and aligns with the evolving needs of our diverse customer base.

By adhering to this Vulnerable Customers Policy and taking active compliance actions, HSEnergy Group Ltd aims to create a customer-centric environment that prioritises the well-being and satisfaction of all customers, especially those who are vulnerable