We recognise that business owners and finance leads can have a wide range of cognitive and processing styles, including autism spectrum conditions (ASC), ADHD, dyspraxia, and other neurodiverse profiles. We are committed to communicating in a way that works for you.
Adjustments we can make
Written communication as standard
If you prefer to handle everything in writing — rather than by phone — we can flag your account so that our team always contacts you in writing first. Use the Accessibility and communication preferences form to request this. We will confirm significant decisions and agreements in writing at every stage.
Plain and direct language
We write our loan documents and portal content in plain English. If any language is ambiguous or you need a clause explained differently, contact us and we will clarify — without rushing you.
Extra time to review documents
We can extend the review period on any offer or agreement if you need more time to process the information thoroughly. Contact us before the standard expiry date and we will accommodate a reasonable extension.
Single point of contact
If working with a consistent, familiar person reduces stress, we can try to route your communications to the same member of our team where staffing allows. Request this via the Accessibility and communication preferences form.
Structured and predictable processes
We can outline each step in a process for you in advance — for example, exactly what will happen next during your application or after you submit a query — so there are no unexpected steps.
How to tell us about your needs
Use the Accessibility and communication preferences form to describe what works best for you. You do not need to disclose a diagnosis — simply tell us what adjustments help and we will act on that.
See also: Support for customers with dyslexia or reading difficulties, Mental health and financial difficulty, Screen reader compatibility.