At Andertons Music Co., we are committed to treating all customers fairly, respectfully and inclusively. We recognise that some customers may need additional support when purchasing musical equipment, arranging finance or using our services.
Our aim is to ensure every customer can access the information and assistance they need to make informed decisions with confidence.
What Is a Vulnerable Customer?
The Financial Conduct Authority (FCA) defines a vulnerable customer as someone who, due to their personal circumstances, is particularly susceptible to harm, especially where a business does not provide an appropriate level of care.
We recognise that vulnerability can affect anyone, either temporarily or permanently, and that individual needs and circumstances can change over time.
Circumstances that may affect a customer's needs include:
- Health: Physical or mental health conditions, disabilities or serious illness.
- Life events: Bereavement, relationship breakdown, job loss or caring responsibilities.
- Financial resilience: Financial difficulties or circumstances that make unexpected expenses harder to manage.
- Understanding and communication: Difficulties with reading, numeracy, language, hearing, sight or understanding financial information.
Not everyone experiencing these circumstances will require additional assistance. We recognise that each customer's needs are different and will tailor our support accordingly.
How We Support Customers
Our team aims to recognise when customers may benefit from additional assistance and adapt our approach to meet their individual needs.
Depending on the circumstances, this may include:
- Explaining information clearly and allowing additional time for questions.
- Providing information in a different format or using a preferred communication method where possible.
- Giving customers more time to consider a purchase or finance agreement without feeling pressured.
- Checking that important information has been understood, particularly when financial commitments are involved.
- Allowing customers to involve a trusted family member, friend or representative in discussions, with appropriate permission and security checks.
- Making reasonable adjustments to improve accessibility and help customers use our services.
We will always aim to treat customers with dignity, respect and understanding, without making assumptions about their abilities or circumstances.
Additional Support When Applying for Finance
As a consumer credit intermediary, Andertons recognises the importance of helping customers understand the financial commitments associated with their purchases.
Where additional assistance may be needed, we will take reasonable steps to:
- Explain the finance options available and provide clear information about repayment obligations.
- Allow additional time to review the finance terms before proceeding.
- Answer questions and clarify information that may be difficult to understand.
- Help customers access appropriate support if they are unsure about taking on a financial commitment.
Finance applications are subject to the lender's eligibility criteria, affordability assessment and approval. Andertons does not make the final lending decision.
We will not knowingly encourage customers to enter into finance agreements they do not understand or feel comfortable accepting.
Sharing Information and Protecting Your Privacy
We understand that information about personal circumstances, health or additional support needs may be sensitive.
We will handle any personal information you share with us in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
We will only collect and use information where there is an appropriate lawful basis and a genuine need to do so.
Where relevant, and in accordance with applicable data protection requirements, we may need to share information with a finance provider to ensure we can consider appropriate support. We will explain any proposed sharing and seek consent where required.
For more information about how we handle personal information, please refer to our Privacy Policy.
How to Request Additional Support
If you need extra assistance when shopping with Andertons, applying for finance or managing an existing order, please contact our Customer Service team.
You are welcome to tell us about any communication preferences or adjustments that would help. You do not need to disclose a medical diagnosis or p