Mova, through its Restore TV programme, is an accredited holder of the Inclusive Service Kitemark™ (KM820677) from the British Standards Institution (BSI), making us the first organisation in the UK telecoms sector to achieve this standard. This recognition reflects our commitment to delivering accessible, inclusive, and flexible services for all. It reinforces our mission: innovation for all, with nobody left behind. 

Staff Training and Support 

All front-line staff receive training on how to identify and support vulnerable customers, apply accessibility adjustments, and escalate concerns appropriately. They can signpost customers to trusted partners and access emotional wellbeing support when needed. 

Accessible Communication & Digital Accessibility 

Customers can choose the communication method that best suits their needs: written correspondence, telephone, or text relay services.  

Our telephone service is free and designed so vulnerable customers never feel rushed, with full support from our teams. 

Our website meets WCAG 2.2 AA accessibility standards, and essential information for vulnerable customers is available within three clicks from the homepage. 

Complaints Handling 

We have a clear complaints policy and thorough procedures for investigating issues. Complaints from vulnerable customers are treated with extra care and empathy. 

Monitoring and Evaluation 

We track and review our interactions with vulnerable customers to continually improve our services and ensure they remain inclusive and supportive.