Last Updated: 09/12/2025
1. Purpose of This Policy
At MediAlarm247, we are committed to treating every customer with fairness, dignity and respect. Many people who use our alarms are elderly, have health conditions, live alone, or face temporary challenges. This policy ensures that our services never disadvantage vulnerable customers and that additional care is provided whenever needed.
Our priority is always safety, clarity and protection.
2. Who We Are
MediAlarm247
Unit 6, Haviland House
17 Cobham Road
Ferndown
Dorset
BH21 7PE
Email:
hello@medialarm247.com
Phone: 0800 688 9961
3. Who We Consider a Vulnerable Customer
A vulnerable customer is anyone who, due to personal circumstances, may require additional support to understand information, make decisions, or use our services safely.
Vulnerability can be:
•
Permanent – long-term health conditions, disabilities, cognitive decline
•
Temporary – illness, bereavement, injury, stress, financial difficulty
•
Situational – working alone, language barriers, unfamiliarity with technology
This may include:
• Elderly customers
• People with physical or mental health conditions
• Those with reduced mobility or fall risk
• Individuals recovering after illness or surgery
• People with communication or cognitive difficulties
• Lone workers who may face safety risks
• Customers experiencing bereavement or emotional distress
• People with low confidence using technology
• Customers facing financial hardship
We never judge or discriminate. Vulnerability simply helps us understand how best to support you.
4. How We Identify Vulnerability
Our staff and monitoring team are trained to look for signs such as:
• Difficulty understanding information
• Repeated questions or uncertainty
• Confusion about contracts or pricing
• Trouble communicating due to health or language barriers
• Customer disclosure of health, emotional or financial issues
• Signs of distress during emergency calls
• Information provided by carers, family or emergency contacts
If you identify yourself as vulnerable, we record this (with your consent) so we can apply the right level of support at every interaction.
5. How We Support Vulnerable Customers
We adapt our service to make sure you always feel safe, supported and fully informed.
Our staff will:
Communication
• Speak clearly and calmly
• Use plain English with no jargon
• Repeat or rephrase information when needed
• Provide written follow-ups if helpful
• Allow extra time during conversations
• Check that you fully understand before progressing
Decision Support
• Encourage involvement of a family member, carer or trusted advocate (with your permission)
• Offer extra time before making any decision
• Avoid pressure or urgency
• Clearly explain costs, responsibilities and device usage
Service Safety
• Review your details regularly to ensure emergency contacts and medical information are correct
• Tailor the setup to your needs, abilities and living situation
• Prioritise your safety above commercial considerations
Accessibility
• Provide information in large print upon request
• Offer alternative communication methods (email, phone, written guides)
6. Additional Protections for Lone Workers
We recognise that lone workers may face unique vulnerabilities such as isolation, remote locations or unpredictable environments.
For these customers, we ensure:
• Clear instructions for device use in the field
• Extra emphasis on GPS accuracy and emergency access notes
• Rapid response protocols for workplace incidents
• Support in understanding how alerts escalate
• Regular checks to ensure equipment is functioning and charged
7. Safeguarding and Emergency Escalation
If our Monitoring Centre identifies a safeguarding or emergency concern, we may:
• Contact emergency services immediately
• Notify your emergency contacts
• Stay on the line until help arrives
• Document the incident for safety and legal accuracy
• Escalate the issue internally following safeguarding procedures
Customer safety always comes before sales or administrative processes.
8. Staff Training
All MediAlarm247 staff receive training in:
• Identifying vulnerable customers
• Communicating clearly and respectfully
• Safeguarding principles
• Handling distress, confusion or emotional calls
• Supporting parents or carers
• Data protection and confidentiality
• Emergency escalation pathways
Our Monitoring Centre staff receive additional specialist training due to the nature of emergency calls.
9. Financial Vulnerability
We understand that some customers may experience financial difficulty.
Where this is identified, we may:
• Provide clearer explanations of costs
• Offer time to review options
• Suggest pausing or adjusting the service (where appropriate)
• Ensure no customer agrees to a service they do not fully understand
We always act with compassion.
10. Data Protection and Privacy
All information shared by vulnerable customers is handled according to UK GDPR.
This includes:
• Medical details
• Emergency contact information
• Notes about communication needs or vulnerabilities
We only record information necessary to support your safety.
Please read our full Privacy Policy for more detail.
11. Registering as a Vulnerable Customer
If you believe you may require extra support, please let us know.
Email: hello@medialarm247.com
Phone: 0800 688 9961
You can also ask us to record a family member or carer who can help with decisions.
12. Reviewing Vulnerability
Vulnerability can change over time.
We will:
• Review your circumstances when requested
• Update your records with your consent
• Remove vulnerability flags when no longer needed
You remain in full control.
