Opus Motor Group understand the importance of treating customers fairly and protecting vulnerable customers.
In practical terms, this means we:
- Understand the needs of their target market/customer base
- Make sure staff have the right skills and capability to recognise and respond to the needs of vulnerable customers
- Respond to customer needs throughout product design, flexible customer service provision and communications
- Monitor and assess whether they are meeting and responding to the needs of customers with characteristics of vulnerability, and make improvements where this is not happening
Management at Opus Motor Group implement appropriate processes to evaluate where they have not met the needs of vulnerable consumers, so that they can make improvements. Management information is regularly produced and reviewed where appropriate to the nature of the business and the outcomes they are delivering for vulnerable customers.