Vulnerable Customer Policy

At Cycle King, we recognise that personal circumstances can change—sometimes temporarily, sometimes permanently—and this may leave customers feeling vulnerable. Our goal is to ensure all customers receive fair, considerate and tailored support whenever needed.

Life Events

Events such as bereavement can affect us emotionally, physically and financially. If you wish to make us aware of a difficult life event, please contact us so we can support you appropriately.

Resilience

Financial pressures can affect anyone. If you are struggling to meet a payment or need additional support, please contact us so we can work with you to find a solution.

Health

Many people experience mental or physical health conditions that make communication more difficult. If speaking by phone is challenging, you may email us instead. Our dedicated team is here to help in whichever way works best for you.

Capability

You may prefer someone else to speak on your behalf regarding purchases, finance or support. You are welcome to authorise any trusted person to communicate with us on your behalf. To arrange this, please contact us.

If a customer wishes to make a complaint, we will listen, record and act fairly and reasonably, with the aim of resolving the issue as quickly as possible.

If we are unable to resolve a complaint, customers may refer the matter to the Financial Ombudsman Service or the relevant regulator.

For further details, please see our full Complaints Policy.

Cycle King aims to:

• Treat every customer’s circumstances individually and respectfully.
• Provide flexible, tailored responses where appropriate.
• Offer practical solutions based on the customer’s needs.
• Record essential information about customer needs securely and appropriately.
• Guide customers through processes clearly and efficiently.
• Help customers fully understand our products and services.

• Our teams receive training to help them identify and support vulnerable customers appropriately.
• Staff undertake ongoing development to maintain high standards of understanding and care.

If you are unsure whether your circumstances apply, or would like to discuss any form of vulnerability, please contact us:

Email: info@cycleking.co.uk