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...

Mr A Honey Mr A Honey
"The sales persons - Peter & Trevor were very good and a small battery problem was dealt with immediately. A1 service. Thanks."

Mr S Rowlatt Mr S Rowlatt
"None. The service given to me was excellent."

Mr C Taylor Mr C Taylor
"5 Star. Very professional and caring service and very pleased with car. Thank you."

Mr C Sheppard Mr C Sheppard
"5 Star. I was very happy with the service I received Pete was so helpful, a great asset to your company."

Michael Michael
"5 Stars. MJA Cars were very friendly and helpful."

Mr N Stuart Mr N Stuart
"No. Matthew was very attentive, helpful, answered all my questions & made the viewing, testing & buying process easy."

Mr J Slater Mr J Slater
"I live in Bradford West Yorkshire, to get the model and at the price you offered I saved over £8k on a car with 1000 miles on the clock and 3 months old. I couldn't get that anywhere near where I live. Your service was excellent and well worth 2 round trips of over 400 miles each time."

Mrs C Wright Mrs C Wright
"Thank you Mike we really appreciate it. It is absolutely super and I love it already! Many thanks again for everything and very best wishes."

Mrs R Haslehurst Mrs R Haslehurst
"We were extremely happy with the service. Nigel Gama was meticulous in his explanation and very patient. We would have no qualms in recommending MJA to friends & family & of course Nigel personally."

"First of all a massive thank you to both Rob and John. I feel they both really listen to our needs and tried to make things work for us as much as they could. They will both know that I felt quite sad having to change our old car, which we got at MJA 9 years ago, due to ULEZ. But thanks to them I'm now beginning to love our new car, too. "


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