We are committed to making our services accessible, inclusive, and easy to use. Take a look at our options and tools below.
Request a call back
We know waiting on hold can be frustrating. That’s why we offer a call back service when you contact us by phone. Instead of staying on the line, you can keep your place in the queue and we’ll call you back when it’s your turn.
How it works
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Call us as normal
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When prompted, press 1 to request a call back
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Hang up and carry on with your day
When you reach the front of the queue, one of our team will call you back.
With our call back service you can:
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Keep your place in the queue
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Avoid waiting on hold
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Choose to be called back on your current number or a different one
Track your call back
If you call from a mobile phone, we’ll send you a text message with a tracking link so you can:
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See your place in the queue
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Cancel your call back if you no longer need it
Contact us using British Sign Language (BSL)
If you use British Sign Language (BSL), you can contact us through a qualified video interpreter using InterpretersLive!, provided by our partner Sign Solutions. This service helps make communication clear, comfortable and fully understood.
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Available: Monday to Friday, 8am to 6pm
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Access: On-demand service
We can also use this service when we contact you, so conversations feel clear and accessible both ways.
Use our website accessibility tool (ReachDeck)
We’ve added ReachDeck to our website to help make our content easier to use and understand.
It provides simple tools so you can access information in a way that works best for you.
Features include:
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Text-to-Speech – reads website text aloud with highlighting
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Translation – translates content into multiple languages
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Picture dictionary – shows meanings of words through images
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Screen mask – helps reduce visual stress and improve focus
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Webpage simplifier – removes distractions for a clearer view
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MP3 maker – lets you download content as audio to listen later
You can access these tools directly on our website using the ReachDeck toolbar.
Alternative formats and support
We understand that everyone has different communication needs.
You can request information from us in alternative formats, including:
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British Sign Language (BSL)
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Braille
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Large print
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Other languages
To request information in any of these formats, please contact our customer services team.