Vulnerable Customer Policy

At Wex Photo Video, we are committed to treating all customers fairly and with respect. We recognise that some customers may be in vulnerable circumstances and may need additional support, particularly when making financial decisions, including those involving consumer finance through our partner, Novuna.

We aim to ensure that all customers can make informed decisions and are not placed under pressure or at risk of financial hardship.

This policy applies to all customer interactions across Wex Photo Video, including:

• In-store purchases at our UK retail locations
• Contact with our Customer Services team
• Rental services (London and Manchester)
• Repair services (London)
• All transactions, including purchases, rentals, repairs, and part-exchange

It also applies to all payment methods, including cash, card, bank transfer, and finance options.

We recognise that vulnerability can arise in any interaction, not just when applying for finance.

A vulnerable customer is someone who, due to their personal circumstances, may be more susceptible to financial detriment, particularly when making financial decisions.

Vulnerability may relate to:

• Health – including physical or mental health conditions
• Life events – such as bereavement, redundancy, or relationship changes
• Financial circumstances – including financial difficulty or reduced income
• Capability – such as language barriers or difficulty understanding information

Vulnerability may be temporary or long-term, and customers are not required to provide proof.

If we identify, or are made aware of a customer who may be vulnerable, we will take appropriate steps to provide additional support. This may include:

• Communicating clearly using simple, plain language
• Allowing extra time to make decisions
• Providing written information where helpful
• Offering to pause or rearrange discussions
• Suggesting the involvement of a trusted friend or family member (with consent)

Our priority is to ensure customers feel supported and able to make informed choices.

Where a customer is considering finance through Novuna, we take additional care to ensure fair and appropriate outcomes.

We will:

• Clearly explain key information, including repayment obligations and total cost
• Avoid applying pressure or creating urgency
• Encourage customers to take time to consider their decision
• Take extra care where a customer may have difficulty understanding the agreement

If we believe a customer may not fully understand the finance product, or that it may not be appropriate for their circumstances, we may pause or decline to proceed.

Customers may choose to tell us about their circumstances, but this is not required.

Our colleagues are trained to recognise signs that additional support may be helpful, such as:

• Difficulty understanding information
• Repeated requests for clarification
• Signs of distress or confusion
• Concerns about affordability

Where appropriate, we will respond with sensitivity and adjust our approach.

Any information shared with us about personal circumstances will be handled sensitively and in line with data protection requirements.

We will only use this information to ensure we provide appropriate support.

We regularly review our processes, training, and customer interactions to ensure we are meeting the needs of vulnerable customers and aligning with regulatory expectations.

If you feel you may need additional support, please contact our Customer Services team. We are here to help and will handle your situation with care and understanding.