We work hard to be inclusive of everyone and to make sure all our members have the best possible experience when dealing with us. Please let us know if you, or someone you care for, need a little extra help when communicating with us.

Here to support you

Our Contact Centre team have been trained to use Relay UK, a service which helps people with hearing and speech difficulties to communicate with anyone over the phone, using the national relay service.

Our team are also trained Dementia Friends, which means they have a good awareness of the kinds of experiences someone living with dementia may have and a better understanding of the support we can provide.

We’re happy to take extra care to support members with learning difficulties. We can also provide large print documents to anyone who needs them. If you’re happy to let us know about any special requirements you have, we can make a note so that you don’t need to tell us every time you communicate with us.

Alternative options available

If you’d prefer to have someone else deal with us on your behalf for any reason, you can send us a copy of your power of attorney, if you have one.

Alternatively, please send us a written letter of authority, which is valid for 12 months and allows another person to receive information on your behalf. You can find a template letter of authority on our member website. We can also accept verbal authority for individual phone calls, provided you’re there to answer some security questions and give permission for someone to speak to us on your behalf.

If you need help don’t hesitate to let us know. We'll take extra care to make sure we understand you and can meet your needs.