Vulnerable Customer Policy
Last updated: 16th February 2026
Glow Homes is committed to treating every customer fairly, respectfully, and without pressure.
We recognise that at certain times, customers may be in circumstances that make decision-making more difficult. This policy explains how we ensure our process remains appropriate, supportive, and responsible.
Nothing in this policy affects your statutory rights.
Understanding Vulnerability
Vulnerability can arise from circumstances that temporarily or permanently affect someone’s ability to fully understand information or make informed decisions.
This may include (but is not limited to):
- Age-related cognitive changes
- Physical or sensory disabilities
- Mental health conditions
- Serious illness
- Recent bereavement
- Financial difficulty
- Language barriers
- Learning difficulties
Vulnerability may be temporary or long-term, and it is not always visible.
Glow Homes does not make assumptions. We remain attentive and respectful at all times.
Our Sales Approach
Glow Homes does not use:
- High-pressure sales tactics
- Time-limited offers
- Same-day incentives
- Urgency-based messaging
Our process is consultative and design-led. Customers are encouraged to take their time and consider their decision carefully.
If we believe additional support may be helpful, we will:
- Re-explain information clearly
- Provide written summaries
- Encourage involvement of a trusted third party
- Offer additional time before any commitment
Cooling-Off Rights
All customers benefit from a 14-day statutory cooling-off period under the Consumer Contracts Regulations 2013.
Glow Homes will not encourage waiver of these rights.
No installation work will begin during the cooling-off period unless a customer provides explicit written consent.
Financial Consideration
Where a customer expresses financial uncertainty, we will:
- Provide clear and transparent pricing
- Avoid any form of financial pressure
- Encourage independent advice where appropriate
Glow Homes does not provide financial or investment advice.
Communication Adjustments
Where needed, we will make reasonable adjustments, which may include:
- Slower-paced discussions
- Follow-up conversations
- Allowing family members or advocates to participate
- Providing information in writing
Our goal is to ensure every customer feels informed and comfortable with their decision.
When We May Pause
In rare situations, where informed consent cannot be clearly established, Glow Homes may pause or decline to proceed in order to protect the customer’s interests.
This is done carefully and respectfully.
Record Keeping
Where additional support is provided, we may record that support internally to ensure consistency and fairness.
All records are retained securely in accordance with UK data protection requirements.
Our Commitment
We are committed to ensuring that every customer:
- Understands the system being proposed
- Understands the financial commitment
- Makes decisions freely and without pressure
- Is treated with dignity and fairness
If you would like to discuss any concerns, please contact us at support@glow.homes.