Artesian Spas

Vulnerable Customer Policy

Vulnerable Customer Policy

The purpose of this policy is to ensure that the employees of Artesian Spas UK Ltd have the skills and capability to recognise and respond to the needs of customers with vulnerable characteristics, such that all of our customers are treated equally and fairly. Although our staff are trained to identify vulnerable customers where possible, we recognise that it may not always be possible to recognise these characteristics. If you believe you may fit the criteria for a vulnerable customer, please read this policy and notify us of your particular needs.

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

We understand 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 circumstances 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.

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:

  • Immediately make a record of this and ensure we adhere to this policy;
  • Provide additional opportunities for you to ask questions about the information we have provided;
  • Continuously seek confirmation that you have understood the information that has been provided;
  • 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 with the subject matter at another time;
  • Offer you the opportunity to complete the transaction after a period of further consideration.

If we can’t help a customer, we will try and make sure that they understand what alternative options are available to them.

If you would like to speak to one of our staff members in relation to this policy, please contact us:

By email:

By phone: 01302 730295

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