Vulnerable persons policy
Our Commitment to You
At GM Coachwork Ltd, we understand that buying a vehicle or arranging finance is a significant decision and everyone’s situation is different.
Some customers may face personal circumstances that make them more vulnerable or in need of extra support.
We’re committed to treating every customer fairly, respectfully, and with understanding.
Our goal is to make sure you receive the right information, in the right way, so you can make informed choices with confidence.
Recognising Vulnerability
Life can present challenges at any time. We know that certain circumstances whether health-related, financial, emotional, or personal can make it harder to navigate complex decisions.
Vulnerability can arise from:
- Health – physical or mental health conditions
- Life Events – such as bereavement, job loss, or relationship changes
- Resilience – reduced ability to cope with financial or emotional stress
- Capability – difficulties understanding information or making decisions
While we do our best to identify signs of vulnerability, we encourage you to let us know if you need additional support. This helps us adapt our approach to meet your needs. We promise to treat any information you share with sensitivity and confidentiality.
How We Support Vulnerable Customers
If we know, or believe that you may be in a vulnerable situation, we’ll always adapt the way we communicate and provide our services.
This could include:
- Giving you extra time to make decisions
- Explaining information more clearly or in alternative formats
- Using your preferred communication method (e.g. text, email, or written documents)
- Involving a family member, friend, or carer in conversations if you choose
- Adjusting appointments or delivery arrangements to suit your needs
Our aim is simple: to make sure you get the right outcome and feel confident and supported at every step.
Our Values
We always put our customers’ interests first.
Everyone we speak to is treated with respect, integrity, and dignity the same way we’d expect to be treated ourselves.
Being a responsible business means understanding people, not just processes. That’s why our team is trained to listen, be patient, and respond with care.
Organisations That Can Help
If you’re feeling vulnerable or need additional advice, these organisations offer free and confidential support:
| Organisation | What They Do | Contact Details |
| Citizens Advice | Independent advice on legal, debt, consumer, and housing issues. | Tel: 0800 144 8848 www.citizensadvice.org.uk |
| Money Helper | Tools and guidance for managing money and planning ahead. | Tel: 0800 138 7777 www.moneyhelper.org.uk |
| Money Advice Trust | Support with debt management and financial confidence. | www.moneyadvicetrust.org |
| StepChange | Free debt advice and budgeting support. | Tel: 0800 138 1111 www.stepchange.org |
| Macmillan Cancer Support | Emotional, physical, and financial support for people with cancer. | Tel: 0808 808 0000 www.macmillan.org.uk |
| Marie Curie | Support for people with terminal illness and their families. | Tel: 0800 090 2309 www.mariecurie.org.uk |
| Mind | Mental health information and peer support. | Tel: 0300 123 3393 www.mind.org.uk |
| Age UK | Support for older people, including pension and cost of living advice. | Tel: 0800 055 6112 www.ageuk.org.uk |
| Relay UK | Enables people with hearing or speech difficulties to communicate over the phone. | www.relayuk.bt.com |
| Samaritans | 24/7 emotional support for anyone struggling to cope. | Tel: 116 123 www.samaritans.org |
A Final Word
At GM Coachwork, every customer matters.
We’re here to listen, to help, and to make sure that every interaction with us is supportive and fair, no matter your circumstances.
If you’d like to talk to us confidentially about how we can make our service work better for you, please get in touch with our friendly team at:
01626 853050