Retailer guidance: meet customer needs

Advice and Guidance

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      Great Britain

1. Provide a service that meets all customer needs

  • Make sure you are providing your service in a way that meets all your customers’ needs and does not disadvantage any customers who have protected characteristics
  • Retailers should provide the same standard of service to all customers, as far as possible. This means sometimes they will need to provide services in a different way to meet the needs of disabled and older customers, as well as other customers with protected characteristics
Infographic: Provide a service that meets all customer needs

Last updated: 01 Sep 2021

Further information

If you think you might have been treated unfairly and want further advice, you can contact the Equality Advisory and Support Service.

Phone: 0808 800 0082
Textphone: 0808 800 0084

You can email using the contact form on the EASS website.

Also available through the website are BSL interpretation, web chat services and a contact us form.


Opening hours:

9am to 7pm Monday to Friday
10am to 2pm Saturday
closed on Sundays and Bank Holidays

Alternatively, you can visit our advice and guidance page.