Extra support & accessibility
Some things make dealing with a mortgage or insurance harder, for a while or for good. If anything would make it easier for you to talk to us or to make decisions, tell us. You don't have to explain why.
How to tell us
- Call 02922 820 840 (Mon–Fri 9am–5:30pm)
- Email [email protected]
- Send Phillip a message. Phillip replies within one working day.
- Message us on WhatsApp (opens WhatsApp)
- Book a free call at a time that suits you.
You can also tell us at any point on a call.
Changes we can make
More time
Longer calls, or one conversation split into shorter ones, with time to think in between.
Someone with you
A family member, friend or support worker can join your calls, with your permission.
Things in writing
A written summary after a call, setting out what we discussed and what happens next.
Large print and other formats
Our own documents in larger print, or in a format that works with your screen reader. Where a document comes from a lender or insurer, we'll ask them for it.
Calls when it suits you
A call back at a time you choose.
Email instead of phone
If phone calls are difficult, we can do more by email.
How you'd like us to contact you
Tell us whether you prefer phone, email or WhatsApp, and the times that suit you, and we'll use that. If you use Relay UK, you can call us through the Relay UK app. You can also send Phillip a message and say how you'd like him to reply.
If something is affecting you
Things like bereavement, illness, a disability, a relationship ending, losing a job or money worries can make decisions harder. If something like this is affecting you, you're welcome to tell us whenever suits you: on a call, by email or in writing.
You don't need to give us more detail than you want to. We'll ask what would help, use what you tell us only to support you, and keep it confidential.
Free help from other organisations
These organisations are free to use and aren't connected to us:
- MoneyHelper (opens in a new tab): free money and pensions guidance, backed by the government.
- StepChange (opens in a new tab): free debt advice from a debt charity.
- Mind (opens in a new tab): mental health information and support.
Using this website
We want this site to work for everyone, including with a screen reader, keyboard navigation or zoom. If something doesn't work for you, tell us and we'll give you the information another way.