Vulnerable Customer Policy
Our commitment to protecting and supporting all customers, especially those who may be vulnerable
Our Commitment
At LockSafe UK, we are committed to treating all customers fairly and with respect. We recognise that some customers may be in vulnerable circumstances that could affect their ability to make informed decisions or protect their own interests.
This policy outlines our approach to identifying, supporting, and protecting vulnerable customers throughout their interactions with our platform and partner locksmiths.
Who May Be Vulnerable?
A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm. This may include:
- Elderly individuals or those with age-related conditions
- People experiencing mental health difficulties
- Those with physical disabilities or health conditions
- Individuals facing financial difficulties
- Those who have recently experienced bereavement or trauma
- People with learning difficulties or low literacy
- Victims of domestic abuse or coercive control
- Those who are isolated or have limited support networks
- People experiencing a stressful emergency situation (e.g., lockout)
How We Support Vulnerable Customers
Clear Communication
We provide clear, jargon-free explanations of services, costs, and processes. Our locksmiths are trained to communicate patiently and ensure customers understand before proceeding.
Written Quotes
All work quotes are provided in writing through our platform, giving customers time to review and consider before accepting. We never pressure customers into decisions.
Right to Decline
Customers can decline any quote without pressure. Our assessment fee model means you only pay for the initial assessment if you choose not to proceed.
Cooling-Off Period
Where applicable, we honour statutory cooling-off rights. For emergency services, we explain any waiver requirements clearly.
Locksmith Responsibilities
All locksmiths on our platform must:
- Be patient and respectful when dealing with all customers
- Take extra time to explain services when needed
- Never use high-pressure sales tactics
- Offer to involve a friend, family member, or carer if the customer wishes
- Report any safeguarding concerns to LockSafe UK
- Verify identity appropriately before gaining entry
- Provide clear written documentation of all work
Recognising Vulnerability
Our locksmiths are trained to recognise signs that a customer may need additional support:
- Confusion about the service or costs
- Difficulty understanding explanations
- Signs of distress or anxiety
- Repeated questions about the same topic
- Appearing to be under pressure from someone else
- Living conditions suggesting neglect
- Memory difficulties
- Physical frailty or mobility issues
Need Help?
If you are a vulnerable customer or are concerned about someone who may be, please contact us: