Vulnerable Customer Policy

Our commitment

Granite Builders is a family-run business and a member of the Federation of Master Builders, registered with TrustMark. We believe building work should be a positive experience for everyone, and we recognise that some customers may be vulnerable, whether for a short time or on a longer term basis. This policy sets out how we identify those customers and the extra care we take to look after them.

What we mean by a vulnerable customer

A person may be vulnerable because of their personal circumstances, their health, or the situation they find themselves in. Vulnerability can be permanent, or it can be temporary and pass with time. It includes, but is not limited to, customers who:

• Are older, or living alone and without nearby support
• Have a physical disability, a long term illness, or are recovering from one
• Have a mental health condition, a learning disability, or any difficulty with understanding or making a decision
• Have recently been bereaved, or are going through a major life change such as separation or illness in the family
• Are under financial pressure or worried about money
• Find English difficult to read or speak, or have difficulty with written information
• Feel isolated, anxious, or simply unsure about the work being discussed

How we identify vulnerability

We do not make assumptions about anyone. Our team is briefed to listen carefully, to be patient, and to be alert to any sign that a customer may need more time or more support. Where it is appropriate, we will ask gently whether there is anything we can do to make things easier. If a customer tells us they need particular help, we record it and we act on it.

How we support our customers

When we are working with a customer who may be vulnerable, we take extra steps to make sure they are comfortable and fully informed:

• We explain everything in plain English, without jargon, and we are happy to go over anything more than once
• We give people the time they need, and we never push for a decision on the day
• We welcome a family member, friend, carer or independent advisor being present at any meeting
• We always provide a clear, written quotation so the work and the cost can be considered calmly and shared with others
• We work to a written contract with a fair, staged payment schedule, and we never ask for large sums up front for work that has not been done
• If we have any doubt that a customer fully understands or genuinely wants to go ahead, we will pause and revisit it, rather than proceed

No high-pressure selling

We do not use pressure selling of any kind. There are no false deadlines, no one-day-only discounts and no doorstep sales tactics. Our prices are honest and our quotations are valid for a fair period. The decision to go ahead is always yours, made in your own time.

Your right to cancel

Our team

Everyone who works for Granite Builders is expected to follow this policy and to treat every customer with patience, dignity and respect. If a member of our team is ever unsure how best to support a customer, they are asked to raise it with the owner before going any further.

If something is not right

If you or someone you care for feels they have not been treated fairly, please tell us. We would always rather hear about a concern early so we can put it right. You can also read our complaints procedure for how we handle this in full.

Reviewing this policy

We review this policy regularly to make sure it continues to reflect how we work and the standards expected of a Federation of Master Builders member and TrustMark registered business.