Answer:
Your question needs correction. It should read " How can Policy & Procedures affect a customer?"
If the company's policies and procedures are written in a way as to restrict the faith of the customer in the products or services of the company, then it may affect their confidence and hence willingness to give business. On the other hand, if the polilcies are unbiased in order that it protects the customer's interests as well as the company's interestes in an equitable manner, then the customer will have more confidence to buy those products.
Only when you read the "small print" in many documents including your bank's application form to open an account, credit card application etc will you realise that even in the case of many banks, some conditions are so one sided, the customer has no choice unless the customer is a large corporation in which case they may not accept certain conditions, and will ask the seller to modify them to their liking.
Hope this helps.