Vulnerable Customer & Accessibility Policy

1. Supporting Vulnerable Customers

We are committed to fair access for all. If you identify as vulnerable (e.g. visual impairment, hearing loss, cognitive difficulties, low income), we offer:

• Alternate formats: Large-print or Braille copies of your contract and invoices, upon request.
• Communication preferences: Priority email or telephone support; BSL interpreter bookings with 48 hours’ notice.
• Extra ID checks: Simplified identity verification where legally permissible (e.g. customer-submitted photos of documents).
• Payment flexibility: Guidance on prepayment or top-up reminders via SMS or email.

2. How to Access Support

Email [email protected] or call +44 20 4520 5020.
We will respond within 2 business days and agree a support plan with you.

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