Store Policy: Disabled Customers
Preface
Wherever reasonably practical, taking into consideration all the relevant factors, EWM will provide access to services for disabled customers on equal terms as those provided to able-bodied persons. There may be circumstances where this cannot be reasonably achieved. When this does occur EWM will make all reasonable efforts to provide the next best available service, at all times to maintain the dignity of the disabled person and to make disabled persons comfortable while using EWM stores and facilities.
It is unlawful
- To refuse to serve
- offer a lower standard of service, or
- provide a service on worse terms,
to a disabled person for a reason related to their disability.
1: Customer Service
Good Customer service is fundamental at EWM. EWM staff will endeavour to provide personal service to every customer, if a customer has special needs, which are made known to our sales staff, they will help in every way they can.
Our staff will bring goods to customers who not able to access all areas of the store. Customers unable to use our fitting rooms who wish to purchase untried items may return unsuitable items for an exchange or refund within 28 days as long as the items are returned in the same condition as they were bought. Please retain your receipt.
Each till point will have a pen and pad to aid communication with hearing impaired customers.
2: Catering Sites
Where a customer is vision impaired or has other difficulties reading the menu's staff will be happy to read out the contents of the menu.
Care will be taken to ensure easy access to seating for customers with mobility restrictions or using a wheelchair.
3: Customer Privilege Card
EWM has a Customer Privilege Card. It is necessary to complete an application form to receive this card. Should a customer require assistance with the completion of this form or an explanation of the benefits, a staff member will help.
4: Dogs
EWM welcomes customers accompanied by their dogs. Dogs must be kept on a lead and be under control at all times.
Dogs are not accepted in our catering facilities unless they are registered assistance dogs. Some of our catering facilities have external seating areas where non-registered dogs are welcome.
We reserve the right to ask customers to leave their dogs outside where the presence of the dog is disruptive to the normal running of the store, particularly at busy times.
Customers are expected to clean up after their dogs. We will provide water for dogs on request.
5: Chairs
The majority of EWM stores have seating available for customers on the sales floor.
Some of our very small stores do not have seating readily available but this can be quickly provided on request.
6: Upper Sales Floors/Multi Level Sales Floors
Where reasonably practical access to all areas of the store for disabled customers is provided by the use of ramps or lifts. In a number of our stores it has not been reasonably practical to provide access.
In these cases personal service will be provided to any customer unable to access these areas, i.e. the product will be brought to the customer.
There are a small number of catering stores where access and service is difficult or cannot, at this point, be reasonably provided.
7: Access Prevention at Street Level
Some of our sites have access difficulty at street level, where possible we will provide lifts or ramps, either fixed or temporary to allow access along with a call bell.
The Company has an open door policy, doors will be open in all but the most extreme weather conditions. Where doors are closed staff will be alert to customers requiring access assistance.
Stores will provide personal assistance if necessary at the entrance or, in multisite towns, will direct the disabled person to the nearest EWM store with access, e.g. High St Moffat should direct to Moffat Mill.
8: Courtesy and Discretion
The key to good customer relations, with particular reference to disabled customers, is to remain patient, courteous and discrete.
It is the right of every customer to be treated with respect and dignity.
9: Contact for Disability Issues
The Company Secretary is responsible to the Board on matters of Disability rights. She may be contacted for information, support of complaints as follows;
- June Carruthers
- Group Company Secretary
- The Edinburgh Woollen Mill (Group) Limited
- Waverley Mills
- Langholm
- DG13 0EB
- Tel: 013873 82898
