Customer Care

Cantre Mobility Customer Care Charter

Our customers are our priority, and we strive to achieve the highest level of customer service. This is why we have introduced our customer care charter, so you can expect an informative and approachable experience with any aspect of Cantre Mobility’s services, as well as a clear, accessible process for you to make any comments or complaints, should you need to.

As Cantre Mobility is a member of the British Healthcare Trades Association, you have the comfort of knowing that we comply with stringent codes of practice. This is overseen by the Trading Standards Institute and demonstrates our commitment to ensuring our customer service is of the highest standard. The TSI only approves codes that have proved effective in safeguarding and promoting the interests of consumers beyond the basic requirements of the law. Moreover, our BHTA accreditation gives you access to an independent complaints process, should you require this service.

In order to guarantee the relevance and reliability of our customer care charter, we are dedicated to reviewing the policy regularly.

Our promise to you:

We will provide a friendly and informative service.
We will be effective in listening and responding to you in the unlikely event that you are dissatisfied with our service or products and wish to make a complaint.
We will treat everyone fairly and equally, with respect and dignity.
We will provide suitable after-care support with all of our products.


Customer contact and complaints procedure

At Cantre Mobility, we are committed to providing excellent customer service, however, despite our best efforts, things can sometimes go wrong. We treat all complaints as an opportunity to improve our services, and therefore want to know about any criticisms or comments you may have about our products and/or services so that we can put measures in place to resolve any issues.

In the unlikely event that you wish to make a complaint, you may contact us by writing to us, by telephone, email, or in person.Click here for more information on how to contact us.

We strive to resolve any issues raised at the first point of contact, however if there is some reason as to why this cannot be achieved immediately, we may also inform further relevant members of staff if this is deemed necessary.

If the customer remains dissatisfied after this first stage, the customer is encouraged to write or visit a member of staff and ask for the issue to be investigated further.  In this instance, the customer will be kept informed about the process, progress made, and the measures put into place to ensure the issue does not recur.   We ensure that we respond to any complaints that have not been adequately resolved at the first point of contact in writing within five working days of receiving the complaint, accompanied by a full investigation into the issue(s).

Returns Policy

If you change your mind about your purchase, please return the unused goods to us with the original till receipt within 14 days and we will offer you an exchange or a credit note. This does not affect your usual consumer rights, including your right to claim a refund, replacement, repair and/or compensation where the goods are faulty or mis-described. Goods returned must be in a new condition and, due to the nature of the goods, must show no signs of use. Custom-made items are non-refundable.