Retailer guidance: meet customer needs

Step 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