Vulnerable Customer Policy

01989 514514

How do we identify Vulnerable Customers?
In order for RB Cars to address the needs of Vulnerable Customers, we will firstly need to be able to identify them. There are many risk factors involved including bereavement, illiteracy, illness, disability or other impairments which increase a consumer's vulnerability.

Our team remains alert to the signs that the person we are talking to may not have the capacity to make an informed decision regarding the implications of the services/agreement that we are making to them.

The Mental Capacity Act says that a person is unable to make a specific decision if they cannot understand information about the decision to be made, cannot retain that information in their mind, cannot use or weigh that information as part of the decision-making process, or cannot communicate their decision.

As part of our customer experience at RB Cars, we always look out for vulnerable consumers and we aim to help and support them by:

Training our customer-facing staff so they are able to deal with vulnerable customers appropriately.
Observing and involving other members of staff who can provide help and support.
Being patient and taking time to listen and facilitate a conversation with the customer so that they fully understand.
Sharing information with our Partners regarding the customer's current situation.
Understanding the customer's needs and demonstrating compassion.
Allocating a familiar primary contact for the customer ensuring consistency and trust.
Rewarding, recognising and praising good practice in relation to vulnerable customers.
Simplifying language so it is clear and easy to understand and avoiding use of industry jargon.

Customer Reviews

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I found R and B cars to be really helpful. They were informative and able to answer any questions that I had quickly and easily. They made me feel at... Read More

hannah H

So helpful, making the experience stress free and with no pressure at all! They did all the work they said they would! Would highly recommend!... Read More

katy E

Friendly and knew their stuff, made the whole process really easy couldn't fault them or the car. Highly recommend them, honest top blokes.... Read More

Francesca G

Very good experience very helpful and friendly would go back if i was looking for a new car have told friends... Read More

DENNIS B

The guys at RB cars were excellent, helpful, not pushy and very understanding when I had some issues.... Read More

PAUL R

R B cars - I recently purchased a car from Darren and Russell. This is the first time in 40 years in motoring that I found a second hand car dealer th... Read More

Steve Lake

Bought a used van from here. Can't fault the service. Very friendly team. Would definitely recommend.... Read More

Jill Hyndman

Great guys working there and very helpful as much as they are very busy. Highly recommend. Changed my car with them a few years ago and used again rec... Read More

Ms Brown

Despite the fact that i am disappointed that, the charge for delivering to my home, my first BMW was excessive, and unjustified, from Gloucester to Ea... Read More

Yogi Patel

Can't fault them the customer service was excellent , the car is an absolute pleasure , few teething problems which were sorted straight away with no... Read More