Accessibility

Please tell us if you are impacted by an impairment, disability or health condition which affects your ability to correspond with us. There may be ways we can help, such as by providing you with the same or similar material, in an alternative format.

Some of the alternative formats we offer include:

• Braille
• Large print
• Audio formats

To get in touch, please call us, write to us, or send us a secure message through our online system.

We understand that if you don’t use English regularly, it may be hard for you to communicate with us. We want to ensure that language is not a barrier if you need to contact us or when we send information to you about your account.

Here are some ideas that may be helpful for you.

Arrange for someone to speak to us on your behalf

If you would like someone else to be the main contact for your mortgage or loan account, you can arrange for a third party to act on your behalf. This could be a trusted family member or friend.

You can find more information about setting up a third party authority in the Making a change page of our website.

Problems understanding written English

If we send you a letter or document that you don’t understand, please tell us. If needed, we can give you longer to review the information we have sent.

You can find all our contact details and opening hours here.  

Translation services

We do not offer a written translation service.

As a financial services company, we must ensure that during any telephone conversations, you receive the correct information and are provided with the right level of service. This means that our team may sometimes need to review calls which we would not be able to do if they were in different languages.

However, you can have a translator with you when you contact us, who we can talk to so they can translate on your behalf. This person could be a trusted family member or friend.

Our website has been built with our customers in mind and includes various features to make it accessible to all audiences. 

Wherever possible, our website is built to follow the Web Content Accessibility Guidelines (WCAG) 2.1 at the AA level. This means the design and content of our site should be user friendly and accessible for customers with accessibility needs.  

To help customers using assistive technologies view our web pages and navigate around easily, we’ve integrated HTML heading elements (markers) into each page to clearly represent the page structure.  

To support customers who may struggle with certain colour combinations, we’ve checked text and background colours to ensure that the contrast is suitable. We’ve also ensured that information is not referenced by colour alone. 

Customers using a screen reader can use the ‘Skip to content’ button for easy access to website content. 

The general text size used on our site can be increased at any time by clicking the AAA button in the top bar of our website.  

A wide range of other changes to support accessibility needs can be made within the settings menu on most web browsers.