Treating Customers Fairly is at the core of our business. We aim to ensure that:
At CCL, we pride ourselves on our open and honest sales approach and our first-class customer service, ensuring customers are treated fairly. These words reflect the culture that is central to our business. We know to achieve this we must:
We constantly monitor our ability to achieve these standards through regular assessments of individual performance, benchmarking performance against quality standards and internal audits.
The purpose of this policy is to ensure that CCL is treating vulnerable customers fairly.
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 and provide our services to ensure that they are not disadvantaged in any way.
Our staff are trained to identify vulnerable customers so we can take extra steps to assist outside of our standard procedures. However, it is not always possible to recognise these characteristics. Therefore, if you believe you may fit the criteria for a vulnerable customer, please read this policy and notify us immediately of your needs.
As soon we think we may be engaging with a vulnerable customer, whether this is through our identification or you are approaching us, we will:
If we can’t help a customer, we will try and make sure that they understand what alternative options are available to them.
To register as a vulnerable customer: Please email email@example.com, or call 01274 471 201
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