Vulnerable Customer Policy

Our promise to you

At BPI, we want every customer to feel treated fairly, with understanding and respect.
Some customers may face personal circumstances that make it harder to take part in our auctions or make informed decisions.

What do we mean by a vulnerable customer?

A vulnerable customer is someone whose situation puts them at a higher risk of being disadvantaged if we don’t take extra care.

Examples include:

• Difficulty reading or understanding written information
• A physical disability
• A serious or long-term illness
• Mental health challenges
• Low income or financial difficulties
• Caring responsibilities (such as looking after a family member)
• Being over 80 or new to online technology
• Being young or inexperienced in auctions
• Limited English language skills

Having a disability or illness doesn’t always mean you’re vulnerable, and you can be vulnerable without having either, it depends on your personal circumstances at the time.

How we can help

If you tell us about your situation, we will do our best to make adjustments so you can take part fully in our auctions. This might include:

• Taking extra time to explain things clearly
• Using simpler language or avoiding industry terms
• Providing information in a different format (such as large print or email instead of post)
• Speaking slowly or repeating information if needed
• Giving you more time to make decisions
• Allowing you to have a trusted person help you with the process
• We will never rush you or pressure you into making a decision.

How to tell us you need extra support

You can let us know at any time if you think you might need additional help.

You can:
• Call us on
• Email
• Speak to a member of staff when visiting us in person

We may ask you some questions to understand your needs and find the best way to help.

Your privacy

Any information you give us about your needs will be kept private and handled according to our Data Protection Policy.

A note about auctions

Because auctions move quickly and sales are final, it’s important to ask us questions before bidding ends. Once a sale is complete, we cannot change the terms or accept claims based on misunderstandings. If you’re unsure about anything, please tell us, we’re here to help you make informed decisions.