Code of Ethics, Values and Conduct

Marshall & Stewart is a trading name of West End Bed Company Limited, a small, owner-led business based in London. This page sets out how we conduct ourselves with our clients, our suppliers, and the wider community. These are not aspirations. They are the standards we hold ourselves to every day.

What We Would Never Do

We would never sell a bed we did not believe was right for the person buying it. Our sleep consultations are unhurried and thorough, and our goal is always to find the correct fit, not to make a sale. We would rather lose a sale than send someone home with the wrong bed.

We would never sell a used or returned mattress as new. Every Marshall & Stewart bed is manufactured to order. Customers receive a brand new product, every time.

We would never use man-made fibres in our beds. Every mattress we make is filled exclusively with natural materials. This costs more, but it is the only way to deliver the quality of sleep we promise.

We take fire safety seriously and go beyond the legal minimum. All fabrics used in our beds carry the appropriate fire retardancy certification, and we routinely add additional fire barriers to exceed, not just meet, the required standards.

How We Handle Disagreements

If a client asks for something we do not believe is in their best interest, a mattress that is too firm for example, we will say so. We will explain our reasoning and take the time to discuss it properly. If the client still wishes to proceed, we will fulfil the order, but we will note on the invoice that our advice was given. We believe in informed decisions, and we want every client to have one.

Our Team

Marshall & Stewart has a small, experienced team. Our sales staff have decades of experience between them and have all visited our manufacturing facility. They understand exactly how our beds are made and why the materials and construction methods matter. We meet regularly to share knowledge and stay current. Our values do not need enforcing. They are shared.

When Things Go Wrong

We assign a dedicated member of staff to monitor every order from purchase to delivery. If a bed is delayed, we will contact you proactively and, where appropriate, offer a loan bed at no charge so that you are never without a proper night’s sleep. If a loan bed is not suitable, we will offer an alternative form of compensation. We provide free storage for up to three months if you are not ready to receive delivery, for example if building work has overrun.

Our Suppliers

We work with a single manufacturing partner, with whom we have a long-standing relationship built on mutual trust and shared values. We treat them as we would wish to be treated.

Our Commitments to the Community

All Marshall & Stewart beds are made in Britain using natural, sustainably sourced materials. We support our local community where we can, including contributions to local school events and similar causes. We offer a special discount to NHS staff, teachers, doctors and blue light workers as a straightforward thank you for their service. If you qualify, please let us know.