Accessibility

We want everyone who visits our website to feel welcome and supported. That’s why we’re committed to making our site as accessible as possible, following the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA and the Equality Act 2010.

We know that people have different needs when it comes to accessing online content, and we’re always working to make things easier for our customers. We regularly review our website to improve accessibility, and while some older content may not yet fully meet these standards, we are working to update it.

Customising your experience with Recite Me

To help make our website work better for you, we’ve added the Recite Me accessibility toolbar. Recite Me is a third-party tool which gives you a range of options to personalise how you view and interact with our website. We will regularly review its compatibility to ensure it supports our accessibility goals.

With the toolbar, you can:

  • Listen to on-page text with text-to-speech options
  • Translate text into over 100 languages
  • Change font type, size, and colour contrast
  • Use reading aids like a ruler, screen mask and dictionary
  • Switch to plain text mode, hide images or turn off animations
  • View a quick summary of the page using the AI summariser

To use the toolbar, click the 'Accessibility Toolbar' link at the top of the page if you’re on a computer, or tap the menu button and select 'Accessibility Toolbar' if you’re on a phone or tablet.

Toolbar limitations

While Recite Me is a helpful tool to customise your experience, there are a few things to keep in mind:

  • Translations and summaries are generated automatically and may not always reflect the original meaning or legal intent of the content. These features are provided for convenience only and should not be relied upon for interpreting legal, financial, or contractual information. For important content such as terms and conditions, policy information, or legal details, please refer to the English version, which will take precedence and is the binding version of the Terms and Conditions and any offers. We are not responsible for the accuracy of translated or summarised content.
  • The toolbar does not support PDF documents. Any content displayed in PDF format will not be customisable or translatable using Recite Me.
  • Documents that are provided to customers when purchasing cover or plans will be in English. If you have translated the site using the toolbar, please be aware that official documents will not be translated and will be issued in English only.
  • Some features may not work as smoothly on older browsers, certain mobile devices, or non-standard screen readers.
  • User settings are saved using cookies. If cookies are disabled, preferences may not be retained between visits.

Need something in a different format?

  • We can provide our documents in large print, Braille, or audio format. Just let us know by calling 0330 0247 002*.
  • We use Unified English Braille (UEB) to make things easier for customers who need it.
  • If you use a textphone, you can contact us via 18001 0330 0247 002*, or you can contact us online.
  • To listen to PDF documents, you can download Adobe Reader, then go to View > Read Out Loud and your computer will read the document to you.

Tell us what you think

We’re always looking to improve. So, if you’ve got feedback or run into any issues, please contact us so that we can help.

*Calls may be recorded for quality control and training purposes. Calls to 03 numbers will cost you no more than 01 or 02 numbers, charges may vary depending on your network provider. Calls to 03 numbers will be part of inclusive minute plans for landlines and mobiles.