Customer Charter Policy
Last updated: 29th December 2025
Our Commitment to Customers
At Trent Stairlifts Limited, our customers are at the heart of everything we do. We are committed to delivering a high standard of service at every stage of your journey with us — from your initial enquiry, through installation, servicing, repairs, and ongoing support.
We understand that choosing a stairlift is an important decision and often comes at a time of change, reduced mobility, or increased support needs. The trust you place in us is never taken lightly.
Fair, Respectful & Inclusive Service
We are committed to providing a service that is accessible, inclusive, and non-discriminatory. We treat all customers and employees fairly and equally, with openness, honesty, respect, and dignity.
Our services are delivered in a way that recognises individual circumstances, communication needs, and personal preferences wherever possible.
Our Promise to You
We promise that:
- You will be treated as a valued customer and made to feel supported and looked after.
- Our staff will be polite, courteous, and respectful of you and your home.
- Our team will be appropriately trained, qualified, and equipped to support you with understanding and compassion.
- We will always act professionally, honestly, and with integrity.
- We can liaise with an alternative contact on your behalf, such as a family member, friend, or carer, should you wish us to do so.
- Your communication preferences will be respected, using the method and timing that is most convenient and accessible to you.
- Your feedback will be valued and used to improve our services, systems, and inclusivity.
Valuing the Customer Experience
Much of our business comes from personal recommendations and word of mouth. This reflects the importance we place on customer experience, reputation, and trust.
We care not only about the quality of our workmanship, but also about how our service makes you feel. Listening to our customers helps us maintain high standards and continually improve.
Your Feedback
We welcome all feedback — whether it is a compliment, comment, or suggestion. Your views help us understand what we are doing well and where improvements can be made.
We encourage customers to share their experiences with us at any stage of their journey.
Concerns & Complaints
While we always strive to deliver excellent service, we recognise that on rare occasions things may not go as expected.
If you have a concern or are dissatisfied with any aspect of our service, we encourage you to contact us as soon as possible so that we can address the issue promptly and fairly.
Details of how concerns and complaints are handled can be found in our dedicated
Complaints Policy,
which outlines our response times, resolution process, and access to independent dispute resolution where required.
Related Policies
This Customer Charter should be read alongside our other policies, including:
Our Ongoing Commitment
This Customer Charter reflects our commitment to putting customers first and delivering a service you can trust.
We review this policy regularly to ensure it remains relevant, effective, and aligned with best practice and Which? Trusted Trader expectations.
