Knowledge base

Consumer Duty sets four outcomes: products and services must be designed for an identified target market; price must deliver fair value; communications must equip customers to make effective decisions; and customer support must not create unreasonable barriers. Every customer-facing colleague at Marshall is accountable for all four.

Before an electric vehicle handover: confirm the battery is charged to at least 80%, the charging cable set matches the order, the manufacturer app account is created in the customer's name, and any home charger installation date is confirmed in writing.

All incidents, including near misses, must be reported on the same working day through the workshop incident form. RIDDOR-reportable injuries must be escalated to the site H&S lead within 24 hours. Photographs of the scene should be taken before anything is moved, where it is safe to do so.

Suspected phishing emails must be reported with the Report Phish button rather than deleted. Never forward a suspicious message to colleagues. If credentials were entered, change the password immediately and call the service desk on extension 4040.

The Equality Act protects nine characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. Discrimination can be direct, indirect, by association or by perception.