Customer Service Charter

Our Promise to You

At First Choice Mobility, we understand that purchasing mobility equipment can be an important and personal decision.
Whether you’re buying your first walking aid, choosing a mobility scooter or powerchair, replacing existing equipment, or simply looking for advice,
we’re committed to making your experience as straightforward, supportive and reassuring as possible.

Freedom, with confidence.

What You Can Expect From Us

Our approach to customer service is built around honesty, respect, expertise, compassion and accountability.

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Honest, Helpful Advice

We believe the right advice is more important than simply making a sale.

Our team will take the time to understand your requirements and help you consider suitable products based on your individual needs, circumstances and preferences.

If we believe a less expensive product may be more appropriate, we’ll tell you. If we don’t believe a particular product is suitable, we’ll explain why.

We will never knowingly pressure you into purchasing equipment that you do not need.

Knowledge and Experience

Our team has extensive experience supplying mobility and independent living equipment.

Our product range includes:

• Mobility scooters
• Powerchairs
• Manual wheelchairs
• Rise and recline chairs
• Walking aids and rollators
• Bathroom and toileting equipment
• Daily living aids
• Specialist seating
• Spare parts and accessories

Where additional technical or specialist advice is required, we will seek appropriate information from the manufacturer or supplier rather than guess.

Friendly, Respectful Service

Every customer deserves to be treated with dignity, patience and respect.

We will always aim to:

• Listen carefully to what you need.
• Give you time to make an informed decision.
• Explain products and options clearly.
• Avoid unnecessary technical jargon.
• Respect your privacy.
• Treat customers fairly and consistently.
• Never use high-pressure sales techniques.

Clear and Transparent Pricing

We believe you should understand what you’re paying for before making a purchase.

Where applicable, we will clearly explain:

• The price of the product.
• Any optional accessories or additional services.
• Any applicable delivery charges.
• VAT relief where a customer may qualify.
• Any relevant warranty information.

We will not knowingly add hidden charges to your order.

Keeping You Informed

Good communication is an important part of good customer service.

While most orders progress as expected, delays can occasionally occur due to manufacturer availability, transport issues or circumstances outside our direct control.

If we become aware of a significant delay affecting your order, we’ll make reasonable efforts to keep you informed and explain the options available to you.

Quality Products

We carefully select products from established manufacturers and suppliers within the mobility and independent living sector.

We aim to ensure that products supplied by us are appropriate for their intended purpose, accurately described and supplied in good condition.

Where products are supplied directly from a manufacturer or distributor, we work closely with our suppliers to resolve any issues that may arise.

Our Support Doesn’t End After Your Purchase

Buying mobility equipment is often the beginning of a long-term relationship rather than the end of a transaction.

Depending on the product, our after-sales support may include:

• Product advice and technical guidance.
• Warranty assistance.
• Servicing and repairs.
• Replacement parts and accessories.
• Battery and charger advice.
• Help liaising with manufacturers where required.

If something goes wrong, we’ll do everything reasonably possible to help resolve the issue fairly and efficiently.

Accessibility and Individual Needs

We recognise that our customers have a wide range of needs and circumstances.

Where reasonably possible, we will:

• Allow additional time when discussing products or services.
• Explain information at a pace that suits the customer.
• Assist customers with visual, hearing or communication difficulties.
• Provide information in alternative formats where reasonably practical.
• Consider individual accessibility requirements when providing our services.

If there’s something we can reasonably do to make your experience easier, please let us know.

Protecting Your Personal Information

We take the privacy and security of our customers seriously.

Personal information is handled in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation and the Data Protection Act 2018.

Further details about how we collect, use and protect personal information can be found in our
Privacy Policy.

If Something Goes Wrong

We work hard to provide a high standard of customer service, but we recognise that occasionally things may not go as planned.

If you’re unhappy with any aspect of our service, we want to know.

We will aim to:

• Listen to your concerns fairly and respectfully.
• Investigate the circumstances properly.
• Keep you informed where further investigation is required.
• Provide a clear response.
• Seek a fair and reasonable resolution wherever possible.
• Use appropriate feedback to improve our service.

What We Ask From Our Customers

Good customer service works best when there is mutual respect.

We therefore kindly ask customers to:

• Treat our staff and representatives with courtesy and respect.
• Provide accurate information when purchasing or requesting assistance.
• Follow manufacturer instructions and safety guidance.
• Tell us promptly if something appears to be wrong with a product or delivery.
• Ask us for help if you’re unsure about the safe operation of equipment.

We will not tolerate abusive, threatening, discriminatory or intimidating behaviour towards our staff.
Where behaviour becomes unacceptable, we reserve the right to end a telephone conversation, ask an individual to leave our premises,
restrict communication to an appropriate method or, where reasonably necessary, refuse further service.

Nothing in this Charter affects any statutory rights a customer may have.

Our Customer Service Standards

We aim to respond promptly and professionally whenever you contact us.

These are service aims rather than contractual guarantees. Response times may occasionally be affected by weekends, bank holidays, staff availability,
manufacturers, suppliers or circumstances outside our reasonable control.

Listening and Improving

We welcome customer feedback, whether it’s a compliment, suggestion or concern.

Feedback helps us improve our products, processes, website, staff training and overall customer experience.

We regularly review the way we work and look for practical ways to make dealing with First Choice Mobility easier.

Our Promise

Our goal is to help people maintain their independence and enjoy greater confidence in everyday life by providing trusted advice,
quality mobility products and dependable customer support.

First Choice Mobility

Freedom, with confidence.