Vulnerable Customer Support Policy
Our Commitment
At 5-Ways Motorcycle Centre Ltd, we are committed to treating all customers fairly, respectfully, and with understanding. We recognise that some customers may be vulnerable due to their personal circumstances and may require additional support when purchasing a motorcycle, arranging finance, servicing a vehicle, or discussing their account.
We are committed to acting in accordance with the Financial Conduct Authority's (FCA) Consumer Duty requirements and to delivering good customer outcomes for all customers, including those in vulnerable circumstances.
We understand that vulnerability can affect anyone and may be temporary, permanent, or fluctuate over time. We will consider each customer's circumstances individually and aim to provide support that is appropriate, proportionate, and responsive to their needs.
What Is a Vulnerable Customer?
A vulnerable customer is someone who, due to their personal circumstances, may be especially susceptible to harm, particularly when making financial or purchasing decisions.
Vulnerability may arise from a range of factors, including:
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Physical disabilities or health conditions
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Mental health conditions
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Learning difficulties or cognitive impairments
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Serious illness or injury
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Bereavement
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Financial hardship
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Major life events such as divorce, redundancy, or caring responsibilities
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Limited digital skills or literacy
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Language or communication difficulties
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Age-related challenges
Vulnerability can be temporary, permanent, or may fluctuate over time.
How We Can Help
Our team is expected to recognise indicators that a customer may require additional support and will seek to respond appropriately and sensitively. Where necessary, staff may seek guidance from management to ensure that customers receive appropriate support.
Depending on individual circumstances, we may:
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Provide clear and straightforward explanations of products, finance agreements, and processes.
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Allow additional time for customers to consider their options and make informed decisions.
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Rephrase, repeat, or clarify information where necessary.
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Communicate through a customer's preferred contact method where reasonably practicable.
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Provide information in alternative formats where reasonably practicable.
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With the customer's consent, involve a trusted friend, family member, carer, appointee, or authorised representative in discussions where appropriate.
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Consider and implement reasonable adjustments to help customers access our products, services, and information in line with their individual needs.
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Take additional care to ensure customers understand important information before making decisions.
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Signpost customers to appropriate specialist support organisations where relevant.
Finance and Affordability
Where finance is being considered, we want customers to feel confident that any agreement is suitable for their circumstances and affordable.
If a customer is experiencing financial difficulty or believes they may struggle to meet financial commitments, we encourage them to discuss their circumstances with us. We will treat such information sensitively and may direct customers to independent organisations that can provide free financial guidance or debt advice where appropriate.
Confidentiality and Data Protection
Any information provided regarding personal circumstances or vulnerabilities will be handled sensitively and in accordance with applicable data protection legislation and our Privacy Policy.
Information will only be shared internally where necessary to help us provide appropriate support and deliver our services effectively.
What We Ask From Customers
If you believe you may require additional support, please let a member of our team know.
You are not required to disclose personal information. However, providing relevant information may help us understand your needs and identify the most appropriate way to support you.
Independent Support Organisations
Customers may find the following organisations helpful:
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Citizens Advice
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MoneyHelper
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National Debtline
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StepChange Debt Charity
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Mind
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Age UK
These organisations can provide free and independent information, guidance, and support relating to financial and personal circumstances.
Our Approach to Good Customer Outcomes
We recognise that every customer is different. Our aim is to ensure that customers receive fair treatment, clear information, and appropriate support throughout their interactions with us.
We will work to identify and respond to the needs of customers who may be vulnerable and seek to ensure that they are able to make informed decisions with confidence.
Contact Us
If you require additional support or wish to discuss any specific needs, please contact us:
5-Ways Motorcycle Centre Ltd
Walton House, Walton Street
Hull, East Yorkshire, HU3 6JB
Telephone: 01482 355535
Email: sales@5-ways.co.uk
Website: 5-Ways Motorcycle Centre
Customers who require additional support are encouraged to contact us in advance where possible so that suitable assistance can be arranged.
We are committed to ensuring that all customers receive fair treatment, clear information, and appropriate support throughout their journey with us.
Policy Owner: Director
Review Frequency: Annually, or sooner if regulatory requirements change.
Fiveways Motorcycle Centre LTD is an Appointed Representative of Automotive Compliance Ltd who is authorised and regulated by the Financial Conduct Authority (FCA No. 497010). Automotive Compliance Ltd’s permissions as a Principal Firm allows Fiveways Motorcycle Centre LTD to act as a credit broker, not a lender, for the introduction to a limited number of lenders, and to act as an agent on behalf of the insurer for insurance distribution activities only.
We are a credit broker and not a lender. We can introduce you to a carefully selected panel of lenders, which includes manufacturer lenders linked directly to the franchises that we represent. We act on behalf of the lender for this introduction and not as your agent. We are not impartial, and we are not an independent financial advisor.
Our approach is to introduce you first to the manufacturer lender linked directly to the particular franchise you are purchasing your vehicle from, who are usually able to offer the best available package for you, taking into account both interest rates and other contributions. If they are unable to make you an offer of finance, we then seek to introduce you to whichever of the other lenders on our panel is able to make the next most suitable offer of finance for you. Our aim is to secure a suitable finance agreement for you that enables you to achieve your financial objectives. If you purchase a vehicle, in the majority of cases, we will receive a commission from your lender for introducing you to them which is either a fixed fee, or a fixed percentage of the amount that you borrow. This may be linked to the vehicle model you purchase.
Different lenders pay different commissions for such introductions, and manufacturer lenders linked directly to the franchises that we represent may also provide preferential rates to us for the funding of our vehicle stock and also provide financial support for our training and marketing. But any such amounts they and other lenders pay us will not affect the amounts you pay under your finance agreement; however, you will be contributing towards the commission paid to us with the interest collected on your repayments. Before we propose you to a potential lender, we will inform you of the likely amount of commission we will receive and seek your consent to receive this commission. The exact amount of commission that we will receive will be confirmed prior to you signing your finance agreement.
All finance applications are subject to status, terms and conditions apply, UK residents only, 18s or over. Guarantees may be required.
