We want all our customers to be able to access our services equally. For customers who may need additional help, we’ve put in place some support to make this easier.

Tell us what you need

When you contact us, please tell us what support you may want or need to be able to interact with us better. Our staff are trained to listen, help and support you as best they can.

Communication preferences

There are a range of ways that you can communicate with us.

We will make a note of your preferences for the future.

If it helps to speak to the same person each time you call, we will try to make sure this happens where we can.

If you want us to deal with a trusted family member or friend, you can give us verbal or written authority for them to communicate on your behalf.

Printed formats

We can send printed items, like statements and letters to you in various formats, including;

  • Braille
  • large print
  • audio
  • or on coloured paper to make it easier to read

We'll aim to send all literature in the format you choose. If you get an item that isn’t in the right format, just let us know and we’ll get it changed for you.

Out of office hours

If you’re unable to contact us during normal office hours, we can provide alternative ways for you to get in touch. For example, by email or maybe a call at a time that suits you better.

Visiting us

It may be possible to visit one of our offices if you’d prefer to speak to someone in person. In our offices in Cardiff, Hove and London there are private rooms for you to speak with us in confidence. Please do let us know in advance if you would like to arrange a meeting. We welcome guide dogs and assistance dogs.

One Coleman Street
London EC2R 5AA

Brunel House
2 Fitzalan Road
Cardiff CF24 0EB

City Park
The Droveway
Hove BN3 7PY


If you prefer to speak with us in a language other than English, we have colleagues across the organisation who may be able to help you.

Extra time for decision making

On some occasions, we may be able to give you extra time to review paperwork if it helps you make the best decision for your circumstances. Please let us know if you need extra time.

Using assistive technology to customise this website

We have built this website to be accessible and usable by as many people as possible. To get the best accessible experience on this site you can customise your computer to meet your individual needs.

For example, you can use the accessibility features on your computer or install assistive technology to have the site read aloud to you, change the screen colour scheme or increase the font size.

Limitations of this site’s accessibility

We build our content to meet the requirements of Web Content Accessibility Guidelines version 2 (WCAG 2.0) and – where possible - to meet AA conformance, but there are some exceptions.

  • PDF document content is often generated by third-party software and may not always meet accessibility standards.
  • Most video content has captions or a transcript, but currently we aren’t able to provide audio description for all of our videos.
  • While we always aim to communicate as clearly and simply as possible, some of our articles may require a reasonable level of technical understanding due to the nature of their content.


Please let us know if there are other ways we can make it easier for you to access our services.

If you have difficulties using this website please let us know by emailing:

This accessibility statement was last updated on 21st October 2020.