Accessibility and Additional Support

We want every customer to receive clear, respectful and appropriate support when choosing furniture, arranging delivery or considering a payment or finance option.nWho may need additional supportnA customer may be vulnerable permanently, temporarily or because of a particular situation. Factors may include disability, illness, age, bereavement, financial difficulty, low confidence with digital services, limited English, hearing or visual impairment, caring responsibilities or a significant life event.nOur approachnnWe communicate without pressure and allow additional time where reasonably possiblenWe explain products, measurements, delivery, returns, payment and finance in clear languagenWe offer alternative communication methods or accessible information where reasonably possiblenWith the customer’s permission, we can communicate with a trusted representative while protecting confidentialitynWe do not assume that a customer lacks capacity because they need supportnWe do not recommend borrowing where a customer indicates that repayments may be unaffordablenWe may pause a sale or finance referral where the customer does not appear to understand the decision or wishes to obtain independent helpnnSupport with furniture and deliverynWe can help explain dimensions, orientation, fabric choices, delivery access and service levels. Customers should tell us about mobility needs, restricted access or another reasonable adjustment before delivery so that we can plan safely.nSupport with retail financenWe provide factual information about the available payment route but do not make the lending decision. The finance provider is responsible for affordability, credit assessment and the finance agreement. We will not encourage a customer to misstate information or proceed when they indicate that borrowing is unsuitable or unaffordable.nPrivacynCustomers do not need to disclose a diagnosis. We record only information reasonably needed to provide support, and we handle it in accordance with our Privacy Policy. Sensitive details are shared only where permitted and necessary.nContact and complaintsnTo request support, contact info@mynextsofaonline.co.uk or +44 7350 092214. If our support has not met your needs, use our Complaints Policy.nLast updated 9 September 2026.nnnMY NEXT SOFA LTDnCompany number: 16715449nRegistered office: 95 Bradley Boulevard, Huddersfield, HD2 1EAnShowroom: Unit 8, Bessemer Way, Adams Road, Workington, CA14 3YSnEmail: info@mynextsofaonline.co.uknTelephone: +44 7350 092214n