UK Accessibility

Accessibility Policy

We believe that everyone should have access to the products and services they need regardless of their personal circumstances or accessibility needs. We appreciate that our customers are different with diverse needs, and some may require a little extra help from time to time. This could be due to a permanent requirement or temporary if they’re going through a difficult time. Our aim is to identify customers who may be vulnerable each time they interact with us and to ensure that they receive a consistent approach which considers their circumstances, meets their needs and delivers a great experience.

Our commitment

Our engagement with the Office of Communications (“Ofcom”) and commitment to deliver good customer care to our disabled and vulnerable customers is ongoing. You can find more information about that here and on our Accessibility Help page.

Education and training

We are committed to acting professionally, fairly and with integrity. We ensure appropriate training is provided to all relevant members of staff - both permanent employees and temporary workers - to ensure they are aware of the Laws, Regulations and local policies that impact their day-to-day work.

How we help

We offer several ways in which you can register for adjustments based on your accessibility needs or personal circumstances that may make you vulnerable. Find everything you need to register your personal needs and access our accessibility settings on our Accessibility Help page.

Paying your bill

If you are struggling to pay your bills we can help you as we have a specialist team who will start by reviewing your account. We will attempt to contact you by phone or preferred method of communication to discuss your situation and needs.

If you’re not available when we contact you, our process ensures that we give you extra time to make a payment and we ask that you contact our specialist Collections team directly. In circumstances where you are unable to contact us to make a payment you can appoint another person or nominate a friend or family member to pay your bill on your behalf (this person must agree to act on your behalf in this manner). If that person doesn’t have your account information to pass security, they can still pay a bill on your behalf. However, to protect you, we won’t be able to disclose any account or balance information unless they pass account security.

If we still haven’t heard from you we will send a communication notifying you that your services may be restricted. A further review of your account and payment status is then made 2-3 days later and a further attempt to contact you will be made where we inform you of the next steps. Where financial difficulty results in you being unable to pay a bill, there are a number of payment plans that we can offer. Depending on your services we can look to reduce your monthly cost and provide a limited package whilst you pay off your arrears.

Bereavement

We understand that bereavement can be a difficult time, so we’re here to help make any changes that are needed to our Services. Our team is trained to deal with bereavement and assist those who have been diagnosed with a terminal illness. Contact a member of the team who will help with any account changes.

Power of attorney or other court appointed third parties

If you need to tell us about a court appointed third party including Power of Attorney, Court of Protection and Benefits appointee on behalf of a customer, you can let us know by sending a copy of the official document to us via email or post. Alternatively, you can contact us by phone, Text Relay or Video Relay and depending on the type of document you have been granted we may be able to validate your status immediately. Head over to our Accessibility Help page to obtain the contact address and email address.

Carers and third party support

If you support someone who is older, has a physical or mental illness or is disabled and want to help them manage their account and phone bills, it's important to understand what we can help you with. We can help diagnose phone faults as long as you have access to the phone and are able to give us some account information. If you want to make a payment and contact us, we can do that, although some restrictions will apply. If you want to make a change or access information on the account holder’s behalf, we will need the account holder to authorise us to speak to you on the call. It’s free and simple to set up; just contact us. If they are unable to do this or you have to talk to us without them, we recommend that you consider other ways to become a named appointee on the account, such as through applying for a power of attorney or deputyship.

Refunds

Please see our Terms of Service for information on what to do if you have simply changed your mind about your purchase within the 14-day cooling off period.

Alternative formats

If you have problems viewing any of your documents or communications (excluding marketing and urgent messages), due to a disability or neurodivergent condition we can provide them in alternative formats. We support Braille, large print on white or coloured paper options (light green, pale blue, red, yellow, or pink paper), or audio. If you'd like this service, just contact us and let us know.

Accessibility support and services

To find out more about the accessibility features built into our products and Accessibility support and services, please head over to our Accessibility Help page.