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Go to BasketCustomers who need extra support
Support for vulnerable customers
All our teams are trained to support customers who have a vulnerability or an additional support requirement and if we’ve recorded that need, our advisors will know each time the customer makes contact. For example, a customer who has difficulty hearing and prefers all communication via email will not get a phone call from us.
- If you need your bill, contract information or any other Tesco Mobile communication (other than marketing material or SMS messages) in braille, large print or audio, please contact Customer Services on 0345 301 4455.
- If you have difficulties speaking or hearing, you can use the Relay UK text relay service app. This allows you to type what you want to say and an assistant will say the words for you. The assistant can also type the other person’s replies for you to read. Find out more about Relay UK
- Hearing loops are also available in all of our phone shops, find your nearest store.
- If you’d prefer to be contacted by email only or would like extra support, we’re here to help
- For information on how you can get in touch with us visit our contact us page.
999 BSL is an Emergency Video Relay Service that enables deaf British Sign Language (BSL) users to contact the emergency services through a British Sign Language interpreter.
You can use the 999 BSL app (for iOS or Android) or website to make a call to 999. It will go to a British Sign Language interpreter first, who you will see on the screen. The BSL interpreter will then call the 999 operator and relay your conversation.
Don’t worry, we won’t charge you for calls to the Emergency Services via the 999 BSL service, and your mobile phone data won’t be used. If you run out of data you’ll still be able to make a call via the 999 BSL service.
This service is run by an external provider, Sign Language Interactions (SLI). For more information on how this service works, please contact SLI or go to the 999 BSL website https://999bsl.co.uk/
If you have appointed or have become a power of attorney, please get in touch so we can update your account. We’ll ask you to send us a copy of the power of attorney document with a covering note.
If you have suffered a bereavement, we will do everything we can to guide you through our process. Please contact us and we will support you as best we can.
We’re committed to providing a website that’s accessible to the widest possible audience. Find out how we make our website accessible, including how to change how it looks and tips for people using screen readers.
We are committed to treating all of our customers fairly and are signed up to the Ofcom Fairness Commitments. This includes supporting our customers to help them get a fair deal, which is right for their needs, help them make well-informed decisions and supporting our customers when their circumstances make them vulnerable.
For anything else
Our help pages are where you’ll find useful information on debt, our complaints process and managing your account.