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Communicating with you

We can communicate with you in a way that suits your needs. We can offer communications in the following formats:

  • Braille
  • Large font
  • Audio files
  • Sign Video - if you are a British Sign Language (BSL) user, our SignVideo partnership means you are just a click away from a remote BSL interpreter 

If you would like us to use one of the above formats when communicating with you or would like another format not mentioned, please contact us. 

Communicating with someone on your behalf
If you have a Power of Attorney, please send us the details so we can record this on your file. This will enable us to speak to your attorney. If you are thinking of getting a Power of Attorney set up and would like some help, please click on the link below. 

Power of Attorney

Data protection
Whatever format we use to communicate with you, including whether we communicate with you directly or through a third party, please be assured that we will always carry out full data protection checks before releasing your personal information.

Relay UK

Relay UK helps people with hearing and speech difficulties communicate with anyone over the phone, using the national relay service. You can find out more and download Relay UK's app by clicking on the link below.

Relay UK

Ways we can support you

Scenario

Examples

Support we offer

Disability

Visual impairment

Hearing loss
  • Provide different communication formats on request e.g. Braille, large font, audio
  • Accommodate support from a trusted person where possible e.g. power of attorney

Degenerative disease 
or illness

Alzheimer’s

Dementia

Cancer
  • Provide different communication formats on request e.g. Braille, large font, audio
  • Provide information on relevant support groups
  • Accommodate support from a trusted person where possible e.g. Power of Attorney

Significant life event

Going through bereavement

Divorce

Serious accident
  • Provide information of relevant support groups e.g. Cruse bereavement
  • Apply passwords to your account
  • Provide different communication formats on request e.g. Braille, large font, audio
  • Provide fraud scam awareness details

Victim of crime

Assault

Domestic violence

Financial abuse
  • Set up a safe word to be used when we call you and you call us
  • Provide fraud scam awareness details

Everyone needs some extra assistance at times.  If you need help please do contact us.

Please be assured that any information you provide to us will be treated in confidence.

 

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