Accessibility
We want to make it possible for everyone to use our website and services.
We’re working hard to continually improve our accessibility. But if you’re experiencing any issues, please get in touch with our Customer Care Team who’ll do their best to help you.
Using British Sign Language
You can speak to our Customer Care Team using a British Sign Language interpreter. You’ll need access to a device that you can use to make and receive video calls – this can be your web browser, tablet or a phone.
How to use the British Sign Language service:
- Contact us using British Sign Language. Our lines are open Monday to Friday, 9am to 5pm, (excluding bank holidays).
- You’ll be directed to the Sign Solutions website, where you’ll be connected with an interpreter.
- Ask them to connect you to Marcus and they’ll speak to one of our team on your behalf, interpreting for you via video.
Text Relay
You can also contact our Customer Care Team through Relay UK. Relay UK can translate text to speech, and speech to text.
You can access Relay UK by downloading their app and entering '18001’ before the number you’d like to call. You’ll be passed on to a Relay assistant who can:
- Type what our Customer Care Team say so you can read their response
- Read your written replies to our Customer Care Team
Relay UK is a third party and is not a service provider to us, which means we are not responsible for this service. Your interactions with Relay UK, including your use of their services, will be subject to Relay UK’s terms and conditions and privacy policies. Please visit the Relay UK website to view these or for further information on this service. If you have any queries on using this service, please contact Relay UK directly.
Video translations
We've translated our welcome guides for our accounts into British Sign Language. You can watch the captioned videos by clicking the links below.
Large print or Braille
If it would be helpful for you to receive a copy of our terms and conditions, privacy policy or other documents in Braille or large print, please call us on 0800 085 6789. Our lines are open Monday to Friday, from 8am to 8pm (excluding bank holidays).
Changing text size in your browser
You can also change the text size with your web browser settings. To find out how, visit AbilityNet’s My Computer My Way.
Give someone else access to your account information
If you need some extra help because you find it difficult to speak to us about your account, you can give another person permission to talk to us about it for you. They’ll be able to check your balance and transactions over the phone, and help you get back online if you’ve been locked out of your account.
To set this up, you'll need to download, complete and sign an access to information form. Both you and the person you’d like to give access to will need to sign this.
For more information on giving someone permission to help with your account, please download our guide to power of attorney.