Support for additional needs
If you have a disability, or need to do things differently, tell us how we can help.
Update your support preferences
Tell us what you need so you can deal with us in a way that works for you - whether that’s on our website, in emails and letters, or when you talk to us on the phone.
The kind of things we can help you with include:
- understanding and remembering informationunderstanding and remembering information
- the way we give you information
- how we speak to you on the phonehow we speak to you on the phone
Call us to get the help you need
Please get in touch to tell us what support you need.
Lines are open Monday to Friday 8am-8pm, Saturday and Sunday 9am-2pm.
If you need extra help on the phone, find out how we can talk to you.
*This number may be included as part of any inclusive call minutes provided by your phone operator.
How we can help you with our documents
Most of our documents are available in the following formats:
- Audio CDAudio CD
- Braille grade 2Braille grade 2
- Large Print (18-20 points)Large Print (18-20 points)
You can select the best one for you when you update your support preferences.
How we can talk to you
We can make it easier for you to talk to us on the phone. For example, we’ll make sure we:
- speak slowly and clearly to youspeak slowly and clearly to you
- explain things to you in Plain Englishexplain things to you in Plain English
If you have difficulties with your hearing or speech, you can contact us through the Relay UK app from BT. You can find out more about Relay UK, and how to use the app, on the Relay UK website.
How we can help you understand
We can make it easier for you to understand our products, and the information we give you, to help you make decisions. For example, we can:
- help you remember information that might be easy to forgethelp you remember information that might be easy to forget
- help you understand facts and figureshelp you understand facts and figures
- give you more time to respond to questions or complete tasksgive you more time to respond to questions or complete tasks
- support you with accessibilitysupport you with accessibility
Contact us using British Sign Language
If you’re a British Sign Language user, you can contact us through an interpreter using InterpretersLive! from Sign Solutions.
The service is available on-demand, Monday to Friday, 8am-8pm and Saturday to Sunday 9am-2pm.
Just click Connect Now - or use the InterpretersLive! App - to connect with a BSL interpreter. They’ll call us and sign the conversation for you.
You can find out more on the InterpretersLive! website.
Support with money issues
If you’re going through a tough time with money at the moment, there are things we can do to help.
For example, we might be able to make your payments more manageable, to help you get back on track.
Our accessible services
Find out about our accessible services and how they can help you.