MJA Car Sales

SUNBURY 01932 721000

WALTON 01932 234000

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Vulnerable Consumer Policy

Identifying Vulnerable Consumers
For MJA plc to address the needs of Vulnerable Consumers we first need to be able to identify them. There are many risk factors involved including bereavement, illiteracy, illness, disability, or other impairments which increase the consumer vulnerability.

We are alert to the signs that the person we are talking too may not have the capacity to make an informed decision regarding the implications of the services/agreement that we are making to them. This is an extension of our existing listening skills, adjusting our approval to fit their needs.

The Mental Capacity Act says, that a person is unable to make a specific decision if they cannot understand information about the decision to be made, cannot retain that information in their mind, cannot use or weigh that information as part of the decision-making process or cannot communicate their decision.

Here at MJA plc as part of our Customer Experience we always look out for vulnerable consumers and aim to help and support them by the following: –

  • Share information with our Partners regarding the customer’s current situation.
  • Understand the customer needs demonstrating compassion.
  • Patient and take time to listen and facilitate a conversation with the customer so that they fully understand.
  • Primary Contact A familiar point of contact for the customer ensuring consistency and trust.
  • Observe Involve other members of staff that can provide help and support.
  • Reward Recognise and praise good practice in relation to vulnerable customers.
  • Train make sure all frontline staff are able to deal with vulnerable customers appropriately.
  • Simple make the language clear, easy and simple to understand and do not use any industry jargon.

What do we look for?

  • Do they ask us to speak more slowly?
  • Do they understand what we are saying?
  • Can they hear the whole conversation without missing bits?
  • Are they aware of what is being discussed?
  • Do they keep repeating themselves?
  • Are they asking unrelated questions?
  • Do they say YES to a question that they have not understood?
  • Do they sound flustered or out of breath when they answer the phone?
  • Do they suggest another family member deals with things for them?
  • When they say they have not understood previous correspondence or communication.


Vulnerable Consumer Policy cont
Communicating with Vulnerable Customers

  • Speak clearly to the customer.
  • Set the expectations for the call.
  • Be patient.
  • Do not rush them.
  • Keep the call on the relevant topic.
  • Do not assume you know the customers’ needs.
  • Offer the customer a different method of communication.
  • Customers can be forgetful.
  • Double check the customer has heard what you have said.
  • The customer may not be sighted.
  • Ask the customer if they need to speak to anyone before they make a decision.

What do we do when Vulnerable Customers are identified?

  • Refer the matter to a senior colleague.
  • The senior colleague must satisfy themselves they have identified the customer’s needs and that the relevant communications have been noted to ensure future needs are met.
  • DPA 1998 requires that any information stored should be recorded with full knowledge and consent of the customer, and how further communication should be made.
  • A customer’s situation can change at any time, so we need to ensure this is escalated to a senior colleague if this is identified.
  • Calls can be monitored for future training needs or process changes.
  • Customers may not be in a position to make a decision as they may not have the capacity to do so, it is important to try and find a carer/ family member or someone with authority and with appropriate ID to act on their behalf.
  • Ensure that the authorised person know exactly what is expected of them.

We asked our customers if we could improve our service...

Mrs C Mitchell Mrs C Mitchell
"Very impressed - can see why you have been a longlasting brand. Thank you - would use you again and highly recommend you to others."

Mr S Hart Mr S Hart
"Just a short note to say many thanks for the time you spent showing us the car & negotiating the price for us. We are very pleased with the car, it is the best we could find for our budget. We have bought a number of cars from MJA over a 22 year time period and we have always been pleased with the customer service and advice we have received."

Miss P Shaweewan Miss P Shaweewan
"Thank you! Scott and I love the car and it's just perfect for what we need. No issues at all with the drive to Peterborough and back. Alan was excellent at answering all my questions and I feel the whole process was super easy and fast. I will definitely recommend to anyone looking for a car."

Mrs A Sawyers Mrs A Sawyers
"5 Star. Was very pleased with the service I received and the staff so friendly. Will recommend friends to buy a car from you when they need one. Nigel explained everything I asked about the car clearly."

Mrs M Hewitt Mrs M Hewitt
"I came to MJA Guildford to test drive an Audi A4 to be greeted by James. After having spent a couple of days at the larger dealerships in Guildford my experience with him was like a breath of fresh air. He was comsummately professional and at no point did I feel pressurised to make a decision on the car. He went way and beyond in helping me with my purchase, including independently sourcing boot mats and dog barriers for the boot which was extremely helpful. Once I had decided to buy the car he assisted me all the way through the buying process and was very patient with my endless questions! I am thrilled with my car and honestly could not have been more delighted with the service. I will definitely return to James and MJA in the future. Thank you!"

Charmaine Quinn Charmaine Quinn
"Great Service as bought my previous car from them 8 years ago. They also gave my two sons great service when they bought their cars their within the last 6 years."

Mrs J Knott Mrs J Knott
"No - was very impressed by the understated, professional very very helpful service. Will definitely buy our next car from MJA."

Mr G Potter Mr G Potter
"5 Star. Excellent service and attention to detail by Alan Warren especially as I had no experience of the instrument layout and many unfamiliar features. All the administration of taxing & trading in my old vehicle was dealt with efficiently by Mr Warren."

Mr S Garner Mr S Garner
"No - great service, very happy!"

Mr D Smith Mr D Smith
"5 Star. Very professional."


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