WCF Ltd - Quality Policy Statement

Updated: February 2025 
Date of next review: February 2026

Customer Focus 

• Listening to what they tell us by seeking and valuing their feedback (positive and negative) to continually monitor and improve their total experience; 
• Selling products and services that we are proud of and are made to last;
• Seeking to understand their buying needs so that we can personalise the items they are presented with;
  
• Gaining their long-term loyalty and becoming their preferred supplier; and
  
• Treating them with respect and according to our Terms and Conditions and Privacy policies
  

Our Guiding Principles

• Champion - Taking responsibility and doing what we say we will, when we say we will;
• Camaraderie - Working together to appreciate other points of view;
• Choose - Respecting our customers and responding to what they have to tell us; 
• Collaboration - Keeping an open mind and being open to change; 
• Curiosity - Not being afraid to challenge the status quo; and 
• Celebration - Remembering that the small things matter

Supplier Focus 

• Developing long term collaborative partner relationships to encourage best practice, facilitate effective communication and benchmarking, drive efficiency and deliver premium levels of service; 
• Paying undisputed invoices promptly; and 
• Undertaking only ethical supply chain relationships in accordance with any relevant codes of conduct

Corporate Responsibility 

• Ensuring our products are accurately represented in all aspects in any point of sale, catalogues, social media, websites or marketing literature; 
• Supporting the rural communities in which we are based and providing opportunities for local people; and
  
• Ensuring our activities and workplaces are safe for colleagues, contractors, visitors and the general public
  

Leadership and Engagement 

• Providing such information, resource, training and delegation of autonomy to our colleagues to enable them to respond decisively to unplanned issues or delays as quickly and as efficiently as possible; 
• Allowing our colleague to propose solutions that meet the needs of our customers; and
• Encouraging an environment where colleagues are able to challenge the status quo to improve standards of quality, efficiency and productivity
  

Systems and Processes 

• Developing a robust and efficient order processing infrastructure and ensuring that our customer journey is consistent no matter how they choose to order from us;
  
• Eliminating all non-relevant or improving/automating all time-consuming processes and procedures; and
• Making use of available technology 

Continuous Improvement 

• Investing in our people, our assets and our facilities; 
• Consulting on ways in which our product, range or service offering could be improved; 
• Seeking feedback from our customers;
• Benchmarking ourselves and our performance; and 
• Committing to best industry practice

We ensure that we meet the requirements of all our safety, environmental, charitable, regulatory and legislative responsibilities.

Phil Murray 

Chief Executive 

February 2025