Our accessibility services - including our accessibility statement and how we make our website more accessible.

We’re here for everyone

Our service is for everyone who needs our help resolving financial disputes.

When you contact us or use our service, we can provide information in different formats and adapt the way we communicate with you - depending on your needs. For example, we can use Braille, large print, audio CDs and media files, and we can make and receive calls using Text Relay.

How we can help you

If you need information from us, or from this website, in a different format, such as an audio recording, large print or braille, please email us or call us on 0800 023 4567 – we’ll do our best to meet your needs.

You find out more about how we can adapt our service to meet your needs below.

Using the website

Our website is designed to be compatible with a range of assistive software, including screen readers like JAWS and NVDA, and speech recognition software.

We want our website to be accessible to as many people as possible. We aim to meet the "double-A" level of accessibility under the Web Content Accessibility Guidelines published by the World Wide Web Consortium. This website is currently partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances listed below, which we are working to improve.

  • Our complaints data from PowerBI. The way it’s currently set up means we can only use an iFrame to display the content – and we know iFrames cause a number of problems for accessibility.
  • The on-page feedback form. The form isn't fully optimised for screen readers yet.
  • Line spacing. Currently it’s not possible for users to increase the line spacing on our site without the content overlapping.

How we can help you

If you need information on this website in a different format, such as an audio recording, large print or braille, please email us or call us on 0800 023 4567 – we’ll do our best to meet your needs.

Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website. If you find any problems that aren’t listed on this page or think we’re not meeting the requirements of the accessibility regulations, contact our stakeholder team.

How we tested this website

This website was last tested in June 2019. This statement was prepared and published in June 2019.