How do I get my bills and statements in a format I can read?
Companies have a legal obligation under the Equality Act 2010 to make 'reasonable adjustments' like this for you, you should:
- be able to ask your provider to mark your account with your preferred format
- never be asked to pay extra for the adjustments you require
- follow your provider's complaints procedure if you are unhappy.
Most companies now proactively offer to provide bills and statements in alternative formats. If they don't, just contact their customer services department and ask them to send your documents in a format more suited to your needs, such as large print, braille or audio.
Even if you have registered your preferred format it's still worth asking your provider to add a note to your account to highlight that you have sight loss or another impairment. This will make sure that when you are contacted by your bank or utility provider they are aware of your situation and better able to help.
If things don't change or you need help making a complaint, advice about your rights and challenging discrimination can be found on RNIB's Equality Act and Disability Discrimination webpages and the GOV.uk website.
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