Our promise
Illness, disability, bereavement, money worries, caring for someone, limited English, low confidence with paperwork or a business going through a tough time can all affect how easy it is to make decisions. This applies to business owners as much as households: a sole trader or a small charity run by volunteers can need extra support too.
- We will never use pressure, false deadlines or "today only" offers.
- We won't go ahead if we think you don't understand a commitment, can't afford it, or are being pressured by someone else.
- Any member of our team can pause a sale, switch or installation if they're worried, and there's no penalty for doing so.
- You don't need to tell us about your circumstances, and we will never ask you to prove them.
How we can help
| More time | Call backs, breaks before any decision, and a follow-up call instead of deciding on the spot. |
|---|---|
| Clear information | A plain-English written summary of what you're agreeing to: costs, contract length, exit fees and cancellation rights. We'll wait for you to confirm. |
| Someone you trust | A relative, friend or adviser can join the call with your permission, or act for you with written authority or a Lasting Power of Attorney. |
| Other formats | Large print, easy-read, an interpreter, or a different channel such as email or WhatsApp instead of calls. |
| Hearing or speech | Use Relay UK by dialling 18001 before our number: 18001 020 4569 1189. |
| Home visits | Installers will tell you who is visiting in advance, carry photo ID, let you have someone with you, and leave if you ask. |
Telling us about your circumstances
At the start of every quote we'll ask: "Is there anything that would make it easier for us to help you, or anything about your circumstances we should know?" If you tell us something, we'll:
- Thank you, and explain how we'll use the information and that it stays confidential.
- Ask your permission before we make a note of it, so you don't have to repeat yourself.
- Ask what would help, and do it.
- With your consent, pass your needs on to the supplier, lender, insurer or installer, for example so you can join a supplier's Priority Services Register.
- Check in at a review date or at renewal in case your needs have changed.
If you'd rather we didn't record the details, we'll note only the adjustment you need (for example "prefers email, large print") and still make it. Health information is only recorded with your explicit consent. You can ask to see, correct or remove what we hold at any time. See our Privacy Notice.
Extra care for particular services
Business energy, broadband, water and payments
- We tell you our commission before you agree, and explain contract length, fixed versus variable rates, standing charges, exit fees and what happens at the end of the term.
- We won't lock a struggling business into a long fixed contract, and we'll look for shorter terms or pay-as-you-go options where they fit.
- If you mention arrears, we'll point you to your supplier's support and to Business Debtline.
Business finance
- We won't push high-cost products such as merchant cash advances as a default for businesses with poor credit.
- Personal guarantees and security are flagged clearly and in writing.
- If you're in financial difficulty, we'll point you to Business Debtline or a licensed insolvency practitioner before any new borrowing is arranged.
Solar, heat pumps and insulation at home
- No cold-calling or doorstep selling, and we respect "no cold callers" signs.
- We only mention a grant after checking it's open and you're likely to be eligible.
- You'll get your 14-day cancellation rights in writing, and work won't start in that period unless you ask in writing.
- We make clear what's free, what you pay, and any finance involved.
Free, independent support
| If you need help with | Organisation | Contact |
|---|---|---|
| Emotional distress or suicidal thoughts | Samaritans | 116 123 (24/7, free) |
| Business debt (sole traders, small companies) | Business Debtline | 0800 197 6026 |
| Personal debt | National Debtline | 0808 808 4000 |
| Personal debt | StepChange | 0800 138 1111 |
| Consumer rights | Citizens Advice consumer helpline | 0808 223 1133 |
| Domestic abuse | National Domestic Abuse Helpline | 0808 2000 247 (24/7) |
| Mental health information | Mind | 0300 123 3393 |
| Older people | Age UK Advice Line | 0800 678 1602 |
| Bereavement | Cruse Bereavement Support | 0808 808 1677 |
| Fraud and scams | Action Fraud | 0300 123 2040 |
| Energy disputes | Energy Ombudsman | energyombudsman.org |
| Finance and insurance disputes | Financial Ombudsman Service | 0800 023 4567 |
If you or someone else is in immediate danger, call 999.
Contact us
Call 020 4569 1189 (Mon–Fri 9am–6pm), WhatsApp 07733 824096, or email hello@servingfoxes.co.uk. If you're unhappy with how we've supported you, our Complaints Procedure explains what to do, and we give complaints from customers who need extra help priority.