Policy-procedure detailing the arrangement in place to manage consumer vulnerability within an organisation.

This file is comprehensive and covers:

• What is consumer vulnerability?
• Identification of consumer vulnerability
• Identifying the needs of vulnerable consumers 
• Dealing with consumer vulnerability 
• Alternative arrangements
• Record Taking
• Third party representation
• Billing
• Provision of Information
• Website
• Contract and sales documentation

This document can be used to educate and train staff in the organisation on consumer vulnerability and in addition, can assist with compliance to the BS 18477 and ISO 22458 standards for consumer vulnerability.