How we’re committed to supporting you

We’re committed to providing products and services that are suitable for everyone.

Our aim is to provide our customers with the best service possible. This means giving you the correct information and support in the right format for you.

There are many different ways in which you can contact us, including our social media channels on Facebook and Twitter. If you require any of our communications in a special format, then we will be more than happy to help you.

Large Print, Audio and Braille

If you need any of the communications we’ve sent to you in Large Print, Audio or Braille format, please call our Customer Services Team on 0330 555 1230 and they’ll be happy to sort that out for you. You can also check other ways to reach us and when we’re available on our contact page.

Alternatively, you can write to us and we will be happy to arrange this for you.

Athena House
Bedford Road
GU32 3LJ

There is no extra charge for this service.

Money worries and financial difficulties

If you experience any difficulties in managing your account at any time throughout your agreement due to disability, a medical condition or a change in personal circumstances then please call us on 0330 555 1230. You can also check other ways to contact us and when we’re available.

If you are finding it difficult to repay your arrears then you could be entitled to some ‘Breathing Space’, which is part of the Government Debt Respite Scheme. If you feel that you need time to seek advice and come up with a repayment plan or debt solution, then this is here to help you. As we are unable to give debt advice or assess whether you are eligible for the Breathing Space scheme, we would suggest starting by talking to a not for profit debt advisory service such as StepChange, PayPlan or the National Debt Helpline to name a few. You can also find more information about the support available.

Our Customer Services Team will happily talk you through the support options we have available to you, including who to speak to about your eligibility for the Breathing Space scheme, as well as refer you to any helpful support organisations.

Our website is for everyone

We are dedicated to providing a website that can be used by everyone who needs to. We are always working to increase the accessibility of this website and in doing so, follow internationally accepted guidelines and standards.

These guidelines created by the Web Accessibility Initiative (WAI) of the World Wide Web Consortium (W3C) explain how to make web content more accessible to people with disabilities.

We’ll always try to make our website as accessible to people who use assistive technology such as screen readers and those unable to use a mouse or other pointing devices.

Accessibility features on this website include:

  • Use colour contrasts between foreground and background colours
  • As well as images, we use alternative text so that people who can’t see images are able to read the text and picture what the image will look like
  • Text elements that can be resized
  • Links that have visible focus styles to assist those only using a keyboard.
  • Links that do what they say or have additional information that can be read by screen reading devices
  • Headings can be read through screen readers
  • Correct use of tables to display appropriate tabular information, with headings and captions to assist those using screen reading devices
  • We use Cascading Style Sheets (CSS) to control the presentation of our website, this helps those using assistive technologies.

To make sure our website is not only accessible now but also in the future, it has been built using code that is compliant with the latest W3C standards for HTML. This will make sure it displays correctly.

We use accessibility testing tools and periodically perform accessibility audits of our website. Whilst we are wanting to constantly follow the guidelines and standards mentioned above, it cannot always be possible to do so in all areas of the website due to the constant changing nature of technology.

We know the list shouldn’t stop there, which is why we’re constantly seeking solutions to fix any accessibility issues that we find. If you feel we could improve any of the ways we communicate with you, or make your accessibility to information easier, please get in touch.