Vulnerable Customer Policy

Last updated: March 2026 • Reviewed by Compare The Networks

Compare The Networks (a trading name of Xtra Phones UK Ltd) is committed to treating all customers fairly. We recognise that some customers may be in vulnerable circumstances and may need additional support when using our services.

What Is a Vulnerable Customer?

A vulnerable customer is someone who, due to their personal circumstances, may be at greater risk of harm or disadvantage. This can include, but is not limited to:

• Health conditions — physical disability, severe or long-term illness, hearing or visual impairment, mental health conditions, cognitive impairment
• Life events — bereavement, job loss, relationship breakdown, caring responsibilities
• Financial difficulty — low income, debt problems, irregular earnings
• Low confidence or capability — limited English, low literacy or numeracy skills, limited digital skills, lack of internet access

Vulnerability can be temporary or permanent, and anyone can become vulnerable at any time.

How We Support Vulnerable Customers

Identifying Vulnerability

Our team is trained to recognise signs of vulnerability and to respond with sensitivity. We will never make assumptions, and we treat every customer as an individual.

Communication

• We offer information in clear, plain English and avoid jargon
• We allow extra time for customers who need it
• We can communicate by phone, email or post — whichever you prefer
• We will repeat or rephrase information if needed
• We can arrange for a nominated third party (such as a family member or carer) to deal with us on your behalf, with your consent

Sales & Contracts

• We will never pressure anyone into a purchase or contract
• We give customers time to consider options before committing
• We explain contract terms, costs and cancellation rights clearly
• We highlight any annual price increases (CPI + 3.9%) upfront
• If we believe a product is not right for a customer, we will say so

Complaints

If a vulnerable customer raises a complaint, we will handle it with additional care and priority. See our complaints procedure for full details.

What You Can Do

If you or someone you are helping needs additional support, please let us know. You can:

• Tell us when you contact us — you do not need to share personal details, just let us know you need extra help
• Ask a trusted person to contact us on your behalf
• Request information in a different format
• Ask us to slow down or repeat anything

Our Commitment

We follow OFCOM’s guidelines on treating vulnerable customers fairly. All staff receive training on identifying and supporting customers in vulnerable circumstances. We review this policy regularly to ensure it reflects best practice.