At VEE Cares, we are deeply committed to our philosophy and values. Central to our mission is the fair and respectful treatment of all our customers, a commitment we uphold through extensive training for our staff. Our training encompasses not only customer service but also specialised areas such as disability awareness, mental health support, and the identification of vulnerable individuals, whether their situation is recent or longstanding.
Definition of Vulnerability
We define a customer as being vulnerable if, due to their personal circumstances, they are more likely to suffer detriment. This can arise from a variety of reasons such as:
- Changes in circumstances, such as a bereavement
- Communication difficulties
- Physical or learning disability
- Age
- Physical or mental illness
- Financial issues
A vulnerability may be permanent or temporary due to changes in personal circumstances. Please note: our staff are not doctors. We can only suspect there may be mental health issues unless we are specifically informed by the customer, their POA/LPA, or a 3rd party such as a carer. If we suspect an issue, we will treat that customer as a vulnerable person.
Our Commitment
We understand that navigating challenging circumstances can be daunting, and our goal is to ensure that you receive the highest standard of care and support. To continuously enhance the customer experience, we actively solicit feedback and monitor interactions with our advisors.
As vulnerability does not impact everyone in the same way, we train our customer service and support teams to treat all our customers as individuals and always consider needs on a case-by-case basis.
Fair & Equal Treatment
We want to make sure that all customers, including those who are vulnerable, are treated fairly and equally. We encourage customers with specific accessibility needs or circumstances that may make them vulnerable to inform our customer service and support teams.
These needs will be recorded in our systems and flagged so employees are aware and can take appropriate action when required. You will be asked for permission before this is done, and you can ask for the flag to be removed at any time.
Tailored Assistance
We endeavor to provide tailored assistance and recommend the most suitable products and services to meet your needs. Our customer support team is committed to identifying specific requirements and offering specialised assistance wherever necessary. However, we acknowledge that recognising individual difficulties can sometimes be challenging, so we encourage you to inform our team if you believe we can offer additional support.
Temporary Vulnerability
We also understand that you can experience temporary vulnerability due to circumstances such as bereavement, loss of income, accident, or injury. To provide you with the best possible care, we can add a “flag” to your account so that we are aware of your support needs during future interactions. This prevents you from needing to repeat your situation each time. You may request for this flag to be added or removed at any time.
How to Inform Us
If you find yourself in a vulnerable situation requiring additional support, please reach out to us by calling 0333 049 4242 during operating hours:
- Monday to Friday: 9am – 6pm
- Saturday: 9am – 5pm
- Sunday & Bank Holidays: Closed
Alternatively, you may inform our advisors of any concerns during your next interaction, and they will make a note on your account for future reference. You may also contact us via email at admin@veecares.co.uk or authorise a designated individual to communicate with us on your behalf.
Any information you share with us will be treated confidentially and handled in accordance with UK GDPR.
Managing Your Account
The easiest way to avoid missing a payment is to set up a Direct Debit, ensuring uninterrupted services. If your payment is late, we will send reminders and provide another chance to pay.
It is important that you let us know if you are having trouble paying your bill so that we can help you. Getting in touch early prevents further debt and additional charges. Our team is here to help you stay on track.
Payment Support Options
If customers inform us they are struggling to pay their bills, we will try to provide support where possible. Depending on supervisor or manager discretion, the following solutions may be available:
- Lowering the customer’s rental (subscription)
- Allowing pauses in the contract
- Allowing cancellations of the contract