Not everyone reads small print easily, uses the same channels, or finds standard processes straightforward — and that should never get in the way of managing your account. We can adapt how we communicate and work with you, quietly and without fuss. This page brings the options together in one place.
Formats we can usually offer
- Large print — letters, statements and forms in a larger typeface.
- Plain-language summary — a short, plain-English version of a longer letter.
- Accessible electronic format — documents as plain text or accessible PDFs that work properly with screen readers.
- A different channel — if post is not working for you, we can switch to email, or the other way round.
Support with communicating
- Interpreting and relay — if English is not your first language, or you use a relay service, tell us and we will work with that.
- Someone to help you — a friend, family member or advocate can help you deal with us or be present on calls. We may ask you to confirm in writing who is authorised.
We will never charge you for information in an accessible format — it is a basic requirement under UK equality law and we treat it as standard. Asking for support will never affect how your account is treated in any other way.
How to ask
The simplest route is the Additional Support Needs form — tell us what works for you and we will record it on your account so future correspondence follows it. For a single document in a different format, the General Support Enquiry form is enough. Free, independent advice is available from Citizens Advice, and from the RNIB where a visual impairment is involved.
If you are going through a difficult time more broadly — including financial difficulty — please also see what to do if you are struggling to pay. For how to reach us, see how to contact us and what each channel can do.
See also: Reading your statements and payment information in an accessible way, Adjusting text size, contrast and zoom, Alternative formats we offer.