Vulnerable Customer Policy 

We recognise that some of our customers may be in vulnerable situations and require additional support. As such, we have implemented the following policies to ensure that we are providing fair treatment to all customers, including those who may be in a vulnerable position:

  • Identification of vulnerable customers: We will train our employees to identify customers who may be in a vulnerable position, including those with disabilities, mental health issues, or financial difficulties.
  • Support and accommodations: We will provide additional support and accommodations to vulnerable customers, such as extended payment terms, alternative communication methods, or special assistance in using our products or services.
  • Confidentiality: We will protect the privacy and confidentiality of our vulnerable customers' personal and financial information.
  • Education and training: We will provide regular education and training to our employees on how to effectively support vulnerable customers and handle sensitive situations.
  • Complaints and feedback: We will provide a clear and accessible process for vulnerable customers to provide feedback and make complaints, and we will respond promptly and sensitively to any such communications.
  • Offer you the opportunity to complete the transaction after a period of further consideration
  • Provide additional opportunities for you to ask questions about the information we have provided

If we can’t help a customer, we will try and make sure that they understand what alternative options are available to them.

We recognise that our consumers may not be able to demonstrate the knowledge and/or capabilities of technology and understanding of browsing our website and placing orders confidently. Therefore, we provide full assistance via our live chat system to assist in creating and order and help with ongoing support should this be necessary. 

All staff will attend training provided by a 3rd party to ensure staff are updated with any relevant training, guidance, and information about vulnerable customers.

 Treating Customers Fairly (TCF) 

Back to the Office are committed to treating all customers fairly. We believe that every customer deserves to be treated with respect and receive the highest level of service we can provide.

To ensure that we are providing fair treatment to our customers, we have implemented the following policies:

  • Transparency: We will be clear and transparent in all of our communications with customers.
  • Accessibility: We will make our products and services accessible to all customers, regardless of their age, gender, race, or any other characteristic.
  • Responsiveness: We will respond promptly to customer inquiries, complaints, and feedback.
  • Confidentiality: We will protect the privacy and confidentiality of our customer's personal and financial information.
  • Fairness: We will ensure that all of our products and services are priced fairly and that customers are not misled by any of our marketing materials.
  • Consumers can be confident they are dealing with a company where the fair treatment of customers is central to its culture.
  • Where consumers receive advice, the advice is suitable and takes account of their circumstances.
  • Consumers do not face unreasonable post-sale barriers to submitting a claim or making a complaint.

At Back to the Office we are committed to complying with all relevant laws and regulations related to treating customers fairly.

We will regularly review our policies and procedures to ensure that we are meeting our commitment to treating all customers fairly, including those who may be in a vulnerable position.

To register as a vulnerable customer please email –, we will then tag your account to ensure we are aware for future communication.

Updated: 24/08/2023