At Players Cars Leasing, we are committed to supporting customers who may be vulnerable and ensuring that our services, communication, and decision-making processes are always fair, transparent, and inclusive.
We understand that vulnerability can impact a customer’s ability to make informed decisions, access our services, or manage their financial commitments. Our approach aligns with both the Financial Conduct Authority (FCA) and the British Vehicle Rental & Leasing Association (BVRLA) guidance on treating vulnerable customers fairly.
The FCA defines a vulnerable customer as:
“Someone who, due to their personal circumstances, is especially susceptible to harm — particularly when a firm is not acting with appropriate levels of care.”(FCA Guidance for Firms on the Fair Treatment of Vulnerable Customers – FG21/1)
Examples of Vulnerability
A customer may be considered vulnerable if they are experiencing or affected by:
Health – physical or mental health conditions or disabilities
Life events – bereavement, relationship breakdown, redundancy, or serious illness
Resilience – low ability to withstand financial or emotional shocks
Capability – limited financial literacy, confidence, or digital skills
Financial circumstances – sudden loss of income, debt, or financial hardship
Vulnerability can be temporary, sporadic, or permanent, and each case will be treated individually, with empathy and confidentiality.
Identifying Vulnerable Customers
All Players Cars Leasing staff are trained to identify potential signs of vulnerability through:
Verbal or written communication (e.g. tone, confusion, distress, or memory issues)
Behavioural cues (e.g. difficulty understanding information or making decisions)
Disclosures (customers sharing personal circumstances or challenges)
Third-party involvement (e.g. when someone contacts us on the customer’s behalf)
Where potential vulnerability is identified, the staff member will record and escalate the concern in accordance with our Internal Vulnerable Customer Procedure.
How We Handle Reports of Vulnerability
When a customer discloses a vulnerability, or one is identified by our team:
We will listen and assess sensitively – gathering relevant information with the customer’s consent, without requiring unnecessary details.
We will record securely – noting the vulnerability in our internal CRM system, in compliance with UK GDPRand data protection regulations.
Adjusting communication methods or frequency
Allowing additional time for decision-making
Providing written follow-up confirmation of key points
Signposting to independent advice or support organisations
We will adapt our service – this may include:
We will ensure fair treatment – ensuring that no customer is disadvantaged or excluded because of their circumstances.
We will review regularly – ensuring support remains appropriate throughout the customer relationship.
All cases are reviewed by a designated Vulnerable Customer Champion or senior manager to ensure consistent, fair, and compliant handling.
Our Commitment
We adhere to the FCA’s Consumer Duty and BVRLA Code of Conduct, ensuring fair outcomes for all customers.
All employees receive regular training on identifying and supporting vulnerable customers.
We treat all information with sensitivity and confidentiality.
If you believe you may be a vulnerable customer, or if you require additional support, please contact us so we can make suitable arrangements.
📧 Email: lease@playerscars.com
📞 Telephone: 0113 531 0130