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Customers 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.

Ways we can offer extra support

  • If you need your bills in braille, large print and audio, just let us know
  • If you have difficulties speaking or hearing, you can use the New Generation Text Service (NGTS) 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 on our NGTS Help & Support pageor on the NGTS website
  • If you’d prefer to be contacted by email only or would like extra support, we’re here to help
  • You can contact us by phone, email, text service, letter, web chat or via social media. Look at our Contact us page for details

Appointing someone to act on your behalf

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.

Dealing with bereavement

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.

If you’re a business customer, please contact us.

For anything else

Our help and support pages are where you’ll find useful information on debt, our complaints process and managing your account.

Access for all

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.

Our vulnerable customer policy

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.