Vulnerable Consumer Policy

1. Overview

Brava Toolworks is committed to treating all customers fairly and respectfully.

We recognise that some customers may be considered vulnerable due to personal circumstances, age, health, disability, or other factors that may affect their ability to make fully informed decisions.

Our goal is to make sure every customer receives clear, supportive, and understanding service.

2. Our Commitment

We aim to:

Communicate clearly, using straightforward language and avoiding unnecessary technical jargon.
Ensure customers fully understand the products they are buying and any safety or usage requirements.
Avoid pressure selling, time-limited offers, or tactics that might disadvantage vulnerable customers.
Provide alternative contact options for those who prefer to communicate via email rather than phone.
Give additional time or explanations when needed to support understanding.

3. Identifying Vulnerability

Vulnerability may arise from:

Physical or mental health conditions
Learning difficulties or literacy barriers
Recent bereavement or financial hardship
Age-related challenges
Limited access to digital tools or information

We will never ask customers to disclose personal or medical details — only to let us know if they need extra help or flexibility when placing or managing an order.

4. How We Support Vulnerable Customers

Our customer service team is trained to listen carefully, respond patiently, and identify when extra support might be needed.
If appropriate, we can communicate with a nominated trusted contact (such as a family member, carer, or adviser) — provided we have written consent from the customer.
We can provide information in plain-text email format or verbally over the phone to ensure full understanding.
We prioritise the quick resolution of any complaints or product issues affecting vulnerable customers.

5. Marketplace Requirements

This policy applies across all our retail channels, including our website, B&Q Marketplace, and eBay.

We follow the same fair-trading principles regardless of where the purchase was made.

6. Contact

If you need extra help or wish to let us know about a vulnerability, please contact us in confidence at:

Email: hello@bravatoolworks.co.uk

Phone: +44 (0)1483 226430