Vulnerable Customer Statement

Supporting Vulnerable Customers

At Spa Solutions Store by Sauna Dekor, we understand that our customers may experience vulnerability due to physical or mental health conditions, age, illiteracy, or language barriers. We are dedicated to treating all customers fairly and addressing their needs to the best of our ability.

Our Commitment

We may need to adapt our approach to accommodate the unique circumstances of vulnerable customers. Our staff are experienced in sales and customer service and have received training to identify signs of vulnerability and respond appropriately.

Identifying Vulnerability

Vulnerability can be subjective. Our staff are trained to look for signs such as:

  • Lack of understanding
  • Communication difficulties
  • Unusual or erratic behavior

Most of our interactions with customers occur face-to-face or over the phone, allowing us to identify both short-term vulnerabilities, such as temporary illness or bereavement, and long-term issues like mental illness or disability.

Handling Vulnerable Customers

If a staff member suspects a customer may be vulnerable, they will ask non-intrusive questions to understand the customer’s circumstances. This helps us tailor our approach to meet their needs.

All information gathered is processed in line with GDPR and the Data Protection Act 2018. Explicit consent will be obtained from the customer before recording, storing, or processing their vulnerability details. Customers will be fully informed about how this information will be used and with whom it will be shared.

Our Approach

We ensure that customers do not make purchases or enter credit agreements without fully understanding their commitments. If we believe a customer is unaware of the implications, we will:

  • Halt the sale or credit application
  • Ask if a friend or family member can assist, or arrange a follow-up appointment
  • Provide clear and fair information to help them make an informed decision
  • Work with them to ensure fair treatment without labeling demographics or individuals as vulnerable without understanding their specific situation.

Contact Information

If you need to discuss any concerns or require assistance, please contact us at:

  • Email: info@saunadekor.com
  • Address: IOSB Metal Is, Basaksehir, Istanbul, Turkey
  • Phone: [Insert Phone Number]

We are here to ensure every customer is treated with the respect and care they deserve.