How we make our solutions and service accessible to everyone

Everyone deserves an equal chance to access, navigate, and explore our digital content and services, including those with health conditions or impairments.

It’s important that our payment solution works well for everyone, particularly those who may experience difficult circumstances or health issues: Please contact us if you’re experiencing any of the following:

  • A life event that you need to discuss; for example, you are recently bereaved, have received a critical diagnosis, or have experienced a sudden drop in income
  • Overwhelmed by the process of working with us due to mental health conditions, and needing some additional support or assistance
  • Needing additional support due to diminished cognitive ability, such as dementia
  • Finding it difficult to communicate with us due to speech or hearing impairments or if English isn’t your first language
  • Needing additional support to understand written documents, for example, due to a sight loss

How can we help? 

  • We will support you if you're in financial difficulty and would like to discuss a way to pay your invoice. Please contact us so we can talk through the options available to you. Additionally, you can visit the list of charities below that can support you.
  • We will work with you if you need additional support by keeping our language simple, asking one question at a time, and speaking at the pace that you need.
  • Please let us know if you have a neurodiverse condition, and we’ll do our best to support you at your pace and in the way that works for your specific needs.
  • As a global company, we have team members who can support you in your chosen language if needed.
  • We use Relay to support customers who have difficulty hearing on the phone. Our Relay Assistant will type what the other person is saying so that you can read their words in real time. If you have difficulty speaking on the phone, a Relay Assistant will speak the words you type, so the other person can hear your words in real time.
  • We use a braille solution to support customers who are experiencing sight loss and need support through nonvisual interaction on touchscreen devices.
  • Our website is currently being updated to meet the Web Content Accessibility Guidelines (WCAG) international standard, to ensure our web content is fully accessible to people of every ability.  From colour contrast, web text size and image descriptors, we’re ensuring our site is fully accessible. And we’re continually working to improve our site to comply with WCAG standards.
  • All our User Experience team (UX) are fully trained by Deque University so they can cater to every relevant level and area of accessibility. This means that for any new product, accessibility is built in before it progresses to development, which supports our goal of launching new products that are accessible by design. 

UK charities

Health

Life event 

Resilience

Capability

All issue

How you can reach us 

Phone number 1800 806 670

Email address [email protected]

Correspondence address: BOIPA, The Observatory, Sir John Rogerson's Quay, Dublin 2, D02 VC42

Tell us about yourself

Vulnerability update

If there has been a change in your circumstances and you would like to let us know that you no longer need additional support right now, you can complete the form below so that we can capture this information to update our records.

Are we missing something?

We’re on a journey to deliver products, support services and content that are accessible and inclusive. We’re constantly improving how we do this. So, if you feel that we’re missing a way to support you, we’d love to hear from you.