We want our services to be accessible for
everyone so have worked hard to remove barriers that people may face.
We understand everyone has unique circumstances and sometimes people
need us to do things differently for them to ensure they can get the
best service from us.
We encourage you to share with us any details of your personal
circumstances, or additional support needs, to enable us to support you
during your case. By understanding our consumers better, we can flex
what we do to their circumstances.
We want you to know that any information you provide to us is treated
with care and kept strictly confidential in line with our privacy
If you need to contact us to request access to any of the services
below, require support or need to report any accessibility issues, you
can do this over the phone, online or in writing.
- Phone: 0330 440 1614 – one of our team will be on hand to support you
- Email: firstname.lastname@example.org for any accessibility requests or issues that you would like to report
- Postal address: Communications Ombudsman, Daresbury Park, 3300, Warrington WA4 4HS
- We can provide 1:1 support throughout your journey with us, including help with submitting the necessary forms if you are unable or unconfident
- Ongoing review of your circumstances
- Can make alterations to our standard processes and procedures
- We can allow additional time to respond to any requests/communication
- Calls at specific times of day
- We can refer/signpost you to a third-party agency for support that we are unable to provide
We work with TW Languages who provide translation services in over 200+ languages, helping to support you access us. For example this can include providing an interpreter, submitting a new complaint or translating any communication in Arabic, Ukrainian, Polish, Urdu, Spanish, Gujarati or Bengali. Please let us know which language you require by contacting us on the below details:
We can communicate or provide documents in alternative formats such as large print, coloured paper, audio or braille.
We want you to know that you can contact us over the phone to submit
your supplier dispute and a member of the team will fill the details
in on the system and submit this for you.
To help navigate around the website we have our accessibility plug in provided by AccessiBe
which has functions to support people who are visually impaired, and it
will also adjust the website to be compatible with screen readers you
have already installed on your computer or smart phone.
If you need help in accessing our services and you have a visual impairment, please email us on the following: email@example.com.
If you have a hearing impairment and require support you can contact us using a sign language interpreter, through InterpretersLive, click here for more information.
- PDF User Guide
- Device Requirements
is available from 8am until midnight, seven days a week. Outside of
these hours, we can provide pre-bookable video interpreting with 30
minutes notice. If you leave your contact details in a video message, we
will contact you to rearrange the call.
- If an interpreter is not immediately available, you can hold or retry the call later.
- If you prefer not to use this service you can at any stage nominate a third party to speak on your behalf.
Video: User guide for InterpretersLive! Service
We understand that having an additional support need can affect the
way people take in and understand information. We have carefully
considered the design of our website and content with this in mind.
Our website meets all priority two requirements of the W3C Web
Content Accessibility Guidelines 2.1 (WCAG 2.1). This used to be called
Level AA compliance.
We’ve designed our website to be completely responsive so that is
caters to the needs of consumers who may need a more accessible online
We’ve thought about the following:
- People who can't see very well: The colours and the contrast between them; the size of text and the choice of fonts.
- People who are blind: How a screen reader interprets the content on our pages.
- People who can't hear very well: How any audio content is represented visually.
- People who find a keyboard or mouse hard to use: The ease with which someone can find their way to parts of the page.
who find words difficult: The length of sentences and paragraphs and
the words we use. The fonts and size of text. The chance to have text
read out loud.
To help access our website fully we have our accessibility plug in
provided by AccessiBe which has functions to support everyone regardless
of ability. This helps you in doing the following:
- Clear any flashed & reduce colour which helps reduce seizures
- Enhance websites visuals to support those visually impaired
- Neuro diverse friendly profile
- Optimise website for screen readers already installed on your computer or smart phone
- Change colours, contrast & text size
- Can switch off any animations
- Reading tools