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Vulnerability Policy

Vulnerable Customer Policy

The purpose of this policy is to ensure that the operations of FurnitureInstore a trading name of Euro Carpet Warehouse ltd do not have any negative impact upon vulnerable customers.

For the purposes of this policy, vulnerable customers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell goods and/or provide our services to ensure that they are not disadvantaged in any way.


What is a vulnerable customer?

The Financial Conduct Authority (FCA) defines a vulnerable customer as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”


Identifying a vulnerable customer

FCA’s recent Financial Lives research shows that 27.7 million adults in the UK now have characteristics of vulnerability such as poor health, experiencing negative life events, low financial resilience or low capability. Not all people with these characteristics will suffer harm, but they may limit people’s ability to make reasonable decisions or put them at greater risk of mis-spelling.

Our staff are trained to identify vulnerable customers so we can take extra steps to assist outside of our normal everyday practices.

However, it is not always possible to recognise these traits or characteristics. Therefore, if you believe you may fit the criteria for a vulnerable customer, please read this policy and notify us immediately of your particular needs.


Vulnerability groups

We recognise that certain groups of customers may be vulnerable. Whilst not all customers in these groups may be vulnerable, we will consider a customer’s individual situation where a potential vulnerability is identified. These groups may include, but are not restricted to:


  • Customers with communication difficulties (including learning difficulties and English not being their first language, dyslexia)

  • A customer with a reduction in physical or mental capacity

  • Customer with health issues - illness, whether physical or mental illness, severe or long term

  • A sudden diagnosis of serious illness to the customer or close family member

  • Personal circumstances of the customer – factors such as financial difficulties, bereavement, caring responsibilities or redundancy

  • The customers' age particularly older and younger people. For example, a younger person may be considered inexperienced and the older person may be less technologically able

What we do when we identify a vulnerable customer

Soon as we are alerted to a potential vulnerable customer, either in house or by yourself or an authorised third party.


  • Immediately alert staff involved in your order or case.

  • Provide additional opportunities for you to ask questions about any topic.

  • Continuously seek confirmation that you have understood the information.

  • Ask if there is anybody with you who is able to assist. If not, and we believe this will be beneficial, we will make arrangements to continue at a later date once we are satisfied you are in safe assistance.

  • Give you the opportunity to complete the transaction after a period of further consideration

  • If we can not help you, we will explain any next steps for you, if possible.

Euro Carpet Warehouse T/a FurnitureInstore will continue to follow guidance by the FCA and follow the four key steps in helping vulnerable customers.


  1. Develop

  2. Monitor

  3. Analyse

  4. Learn


As a promise, we will continue to develop our services and products to ensure they fit the needs of our customers and monitor the results, so as a company we can learn and improve our service to vulnerable customers.

To register as a vulnerable customer

Email –

Phone – 02476 705 600

In Writing - Customer Service, FurnitureInstore, 440-450 Stoney Stanton Rd, Coventry, CV6 5DG