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Vulnerable Customer Policy

We work to enable as many people as possible to enjoy cycling within the New Forest. For some that is simply spending time in our café; for others that is joining a shop ride, or making a purchase either in store or online.

We work with customers who are local to Lyndhurst, as well as UK tourists and travellers from all over the world. We work hard to create a safe space for all who visit us, to ensure that all communities feel welcomes and included, and we foster a culture of respect, inclusivity, and non-discrimination within our store.

We recognise that some customers, particularly in store, may be vulnerable; and may require
additional support.

 

Definitions:
The definition of vulnerable customers includes:

  • Elderly individuals.
  • Customers with disabilities, including physical, sensory, cognitive, or mental health impairments.
  • Customers experiencing financial hardship or debt-related difficulties.
  • Customers with limited English proficiency or communication barriers.
  • Individuals identified as vulnerable by a recognized authority or social service agency.
  • Individuals under duress or coercion.

 

Awareness and Training:

We ensure that members of the front-of-house team:

  • Can recognise signs of vulnerability
  • Can identify vulnerable customers through attentive observation, calm communication, and active listening
  • Are aware of the importance of empathy and understanding
  • Are capable, comfortable, and confident in handling interactions with vulnerable customers
  • Know when they need to refer the customer to a colleague for additional support

Our store is open 7 days a week (excluding some Bank Holidays) and whenever possible we will
ensure that a member of the management team is in store every day; to ensure that customers with
more complex needs can be given sufficient support from a senior staff member.
Training will be reviewed regularly, based on experiences in store and online, to ensure that all
members of the team are able to assist vulnerable customers.

 

Support and Assistance:
We offer flexible appointments and extended time with a dedicated staff member to enable our customers to discuss their needs or make informed decisions. We are sensitive to the unique needs of each of our customers. Appointments with a staff member are usually to finalise the specifications of a custom-built bike but can include support for vulnerable customer such as assistance with form filling or document submission for a Cycle to Work scheme application or a warranty claim.

Data Protection and Confidentiality:
We will ensure that all personal information shared by vulnerable customers with our team is treated with strict confidentiality, and handled in accordance with data protection regulations. We will always seek to obtain explicit consent from customers before sharing their information with external agencies, unless legally required.

Feedback and Complaints:
We actively encourage feedback from our customers. Feedback can be provided in store, over the phone or email. Customers can also leave reviews for us on third party websites. Complaints can be sent to us in writing via email, and our Complaints Procedure explains the process
and timeframes. Feedback and complaints are reviewed and handled by members of the management team, and are used to help shape and improve communication and training to staff in store, to ensure future experiences as positive as possible for all involved.