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The Pledge

Every business that’s listed on TransFriendly signs up to follow the TransFriendly Pledge – a series of binding commitments that demonstrates a businesses eagerness to welcome and embrace the transgender and non-binary community.

In writing the pledge, our aim was to encourage and inspire global change. This means in some cases, we’ve had to make allowances for parts of the world where everything we believe is right can’t yet be done legally. Our partner businesses are always striving to improve the service transgender and non-binary customers receive.


We will treat trans and non-binary customers with dignity and respect – always using their preferred name and pronouns and apologising where we get it wrong. For online retailers, this means offering pronoun options that span beyond Mr and Mrs, and considering non-binary customers when requesting gender details.


Where we offer gendered spaces or gendered services (such as toilets, changing rooms or gendered price lists) we will always defer to the clients sense of gender identity when providing access to these services, unless we are otherwise prohibited by law. We will never ask for ID or documentation to allow trans and non-binary people to access these spaces, unless we are obliged to by law.


We will provide training and development to our customer facing colleagues to make sure they are equipped and ready to serve trans and non-binary people. We’re not perfect, but if something goes wrong we’ll listen to our trans and non-binary customers and work to resolve the issue for them as quickly as possible. We won’t tolerate transphobic behaviour by our staff.


We will make it as easy as legally possible for customers to change their name and gender. We will not add unnecessary barriers or obstructions, and where possible we will work towards making it possible to change name and gender records online or through self-service, rather than requiring a letter, a phone call or a visit to one of our locations.


We will stand up for our transgender and non-binary customers, and our commitment to the TransFriendly pledge. If another customer complains or comments about the presence of a transgender or non-binary person, we will outline our commitment to the TransFriendly pledge and work to educate our customers. We will never discriminate against a trans customer because someone asks us to.


We recognize the unique challenges that transgender and non-binary customers may face in accessing our services, and will work with our transgender and non-binary customers to make accessing our services as easy as possible. For example, we might help a transgender customer to schedule an appointment at a quieter time, if this is what they desire.


We welcome job applications from transgender and non-binary people, and will always allow them to freely express their gender identity at work. In particular, where we have a uniform or dress code, staff members may follow the policy for their gender identity, and where we require name tags, we’ll work with transgender and non-binary employee to use a name they’re comfortable with.


We welcome feedback from our transgender and non-binary customers to help us improve the services that we provide to them. Feedback can be made directly, via our customer services team (where applicable) or through reviews and comments left on the TransFriendly website.

If you ever encounter a business that isn’t meeting their commitments under the pledge, we encourage you to reach out by leaving a review. All reviews are sent to our trust and safety team, who will work with you to ensure you get satisfactory feedback from the business and who will not hesitate to remove businesses from TransFriendly where appropriate.

If a business is ever removed from TransFriendly, we will list them here, along with the reasons for their de-listing.