Legal
Vulnerable customer policy
This document forms part of the terms on which KETTLEBRIDGE APPLIANCE CARE LTD (trading as Kettlebridge Appliance Care) provides its services. It should be read together with our terms and conditions, privacy policy and statutory rights notice.
Version: 1.0. Last updated: 12 July 2026. Your statutory rights are not affected.
KETTLEBRIDGE APPLIANCE CARE LTD recognises that some customers may be in vulnerable circumstances — temporarily or permanently — that affect their ability to engage with our services. This policy explains how we identify, support and treat those customers fairly.
Who this policy applies to
It applies to any customer who tells us — or whose circumstances make it apparent — that they may need additional support because of, for example:
- A disability, long-term health condition or reduced mobility.
- Bereavement, serious illness in the household, or recent life events.
- Financial hardship, unemployment or being on a low fixed income.
- Limited English proficiency or literacy.
- Dependence on a working appliance for medical or safeguarding reasons (e.g. baby feeding, medication storage).
What we will do
- Priority scheduling for households where a working fridge, freezer, oven or washer is essential.
- Extra time on calls and clear written summaries after the call on request.
- Alternative contact channels (email, WhatsApp text) where phone is difficult.
- A named case handler for complex or ongoing complaints.
- Flexible payment arrangements where affordability is a concern, without prejudicing your rights.
How to tell us
You can add support needs to your customer portal, email support@kettlebridge.co.uk, or call 020 8050 2402. Information you share is treated confidentially in line with our privacy policy and used only to help us provide appropriate service.
Safeguarding
Our engineers are trained to spot signs that a customer may need urgent help and to follow safeguarding referral routes to social services or emergency services where a person appears to be at risk.
KETTLEBRIDGE APPLIANCE CARE LTD · Company number 17332199 · Registered in England and Wales · Registered office: Flat 2, 33 Tyldesley Road, Blackpool, England, FY1 5DH, United Kingdom · support@kettlebridge.co.uk · 020 8050 2402.