Tell us what would make it easier for you to deal with us.
People can need support for many reasons, permanently or temporarily. You do not need to label yourself. Tell us only what would help you understand information, communicate or take part in the process.
Ways we may be able to help
- Explain information more slowly or in smaller steps.
- Follow up in writing after a call.
- Use email, telephone or another approved contact method.
- Provide important information in large print or another accessible format.
- Allow more time to consider information or respond.
- Arrange a quieter time or reduce repeated contact.
- Discuss appropriate involvement of a family member, friend, attorney or other trusted person.
- Record a communication preference so you do not need to repeat it unnecessarily.
- Help route a complaint, privacy request or claim-support enquiry.
The adjustment available can depend on the service, security, confidentiality and another person's legal authority. We will explain any limit and look for a reasonable alternative.
Involving another person
You can ask for someone you trust to join a conversation. Before sharing personal information or allowing them to make decisions, we may need your consent or evidence of their authority. We will use a proportionate process and explain what is needed.
If circumstances change
Tell us if a bereavement, illness, injury, financial difficulty, caring responsibility, communication need or another change is affecting how you can engage with us. You choose what to share. We will focus on the practical support required.
How we use support information
We use support information only for defined service, accessibility, legal and record-keeping purposes. It may reveal health or other sensitive information, so we limit access and review whether it remains necessary. Read our Privacy Notice.
Contact for support
Support form fields
- Name
- Contact method
- Existing enquiry or policy reference - optional
- What would make it easier for us to communicate or provide the service?
- When is it best to contact you? - optional
Form instruction
Share only what is necessary to explain the support you want. Do not include a full medical history.