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TRAINING

Principles of Consumer Law & Dealing with Vulnerable Consumers

Course information

Start Date

Thursday 24th June 2021

Registration closes

Monday 10th May 2021

Length

1 day course

Location

Stevenage, UK

Price

£212.50

Introduction

At times you may deal with customers who are vulnerable. Defining vulnerability as a concept can be tricky in itself and providing inclusive policies is vital to ensure that you are compliant with the law and being fair to all of your customers, or potential customers.

Why you need to attend?

In this course we explore how the law applies to consumers in vulnerable circumstances and how you can adapt your processes to ensure compliance and fairness.

How? By helping you recognise vulnerability and when your obligations might be different.

What are its aims?

The course will deliver a good understanding of legislation and understanding the needs that the needs of your customer base may differ, with different laws and policies that you may need to consider. Being fair and inclusive to all customers will assist businesses to raise standards and improve the experience of all their customers.

What does it cover?

  • Assessing vulnerability: understanding vulnerability and the need for inclusive policies
  • The applicable law and how this is viewed by the enforcement and regulatory regimes, in particular we look at:
    • Consumer Rights Act 2015
    • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
    • Equality Act 2010;
    • Consumer Protection from Unfair Trading Regulations 2008
    • General Data Protection Regulations and Data Protection Act 2018
  • Consumers Entitlement with regards to remedies: when goodwill might be appropriate and how a practical resolution might be considered.

Consolidation

We’ll share case studies drawn from over 25 years of experience to cover vital areas, such as:

  • Issues arising out of goods being fit for a particular purpose
  • Cancellation rights under the distance selling rules – particularly where goods are made ‘bespoke’ to a consumer’s particular requirements
  • When your business has to make reasonable adjustments
  • Data Protection considerations when dealing with third party representatives
  • What you need to consider when concluding contracts in a consumer’s home.

Who is this programme suitable for?

Anyone working in the retail or service industries that deals with customer complaints, either face to face, through written communication or on the telephone, including:

  • Customer Service Staff
  • Customer Service Managers
  • Store Managers
  • Team Leaders or Supervisors

There is no length of service required.

Special Requirements

Our facilitators are experienced professionals who can adapt the content to your needs. If you have any special learning requirements, please contact us so that we can accommodate these.

What will you gain from attendance?

  • Module Guides providing delegates with sustainable knowledge to take-away.
  • Professionally delivered by experienced trainers in an engaging and interactive way.
  • Successful delegates will receive a Certificate from the Furniture & Home Improvement Ombudsman.

Cost and payments

This day course costs members £212.50 (Ex VAT) non-members £425.00 (Ex VAT)

Payment can be made by:

Members

Online (via PayPal) click the Book/Register Now button

By Invoice email accounts@fhio.org to register

Over the phone call us on 0333 241 3209

Non-Members

By Invoice email accounts@fhio.org to register

Over the phone call us on 0333 241 3209

At times you may deal with customers who are vulnerable. Defining vulnerability as a concept can be tricky in itself and providing inclusive policies is vital to ensure that you are compliant with the law and being fair to all of your customers, or potential customers.

In this course we explore how the law applies to consumers in vulnerable circumstances and how you can adapt your processes to ensure compliance and fairness.

How? By helping you recognise vulnerability and when your obligations might be different.

The course will deliver a good understanding of legislation and understanding the needs that the needs of your customer base may differ, with different laws and policies that you may need to consider. Being fair and inclusive to all customers will assist businesses to raise standards and improve the experience of all their customers.

  • Assessing vulnerability: understanding vulnerability and the need for inclusive policies
  • The applicable law and how this is viewed by the enforcement and regulatory regimes, in particular we look at:
    • Consumer Rights Act 2015
    • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
    • Equality Act 2010;
    • Consumer Protection from Unfair Trading Regulations 2008
    • General Data Protection Regulations and Data Protection Act 2018
  • Consumers Entitlement with regards to remedies: when goodwill might be appropriate and how a practical resolution might be considered.

We’ll share case studies drawn from over 25 years of experience to cover vital areas, such as:

  • Issues arising out of goods being fit for a particular purpose
  • Cancellation rights under the distance selling rules – particularly where goods are made ‘bespoke’ to a consumer’s particular requirements
  • When your business has to make reasonable adjustments
  • Data Protection considerations when dealing with third party representatives
  • What you need to consider when concluding contracts in a consumer’s home.

Anyone working in the retail or service industries that deals with customer complaints, either face to face, through written communication or on the telephone, including:

  • Customer Service Staff
  • Customer Service Managers
  • Store Managers
  • Team Leaders or Supervisors

There is no length of service required.

Our facilitators are experienced professionals who can adapt the content to your needs. If you have any special learning requirements, please contact us so that we can accommodate these.

  • Module Guides providing delegates with sustainable knowledge to take-away.
  • Professionally delivered by experienced trainers in an engaging and interactive way.
  • Successful delegates will receive a Certificate from the Furniture & Home Improvement Ombudsman.

This day course costs members £212.50 (Ex VAT) non-members £425.00 (Ex VAT)

Payment can be made by:

Members

Online (via PayPal) click the Book/Register Now button

By Invoice email accounts@fhio.org to register

Over the phone call us on 0333 241 3209

Non-Members

By Invoice email accounts@fhio.org to register

Over the phone call us on 0333 241 3209

Trainer

Judith Turner

Judith read Law at King’s College London for 3 years before graduating with honours in 1998. She then went on to complete the Legal Practice Course (LPC) and a training contract before qualifying as a solicitor in 2001.

Course trainers

Judith Turner

Judith read Law at King’s College London for 3 years before graduating with honours in 1998. She then went on to complete the Legal Practice Course (LPC) and a training contract before qualifying as a solicitor in 2001.

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Contact

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