ACCESSIBILITY POLICY

We want all our customers to be able to access our services equally. For those who may need additional help, we’ve put in place some support to make this easier.

When you contact us, please tell us what support your clients may want or need to be able to interact with us better. Our staff are trained to listen and help you as best they can.

There are a range of ways that you and your clients can communicate with us, such as by phone, email or letter.

If your client want us to deal with a trusted family member or friend, you can give us verbal or written authority for them to communicate on your behalf.

We will make a note of their preferences for the future.

As a modern digital business, our primary method of communication with clients is through digital channels – such as email, websites and our online platform.

Digital communication is fast, secure, environmentally friendly and inexpensive.

However, we know that – for a small number of our clients – that may not be the best option.

Please let us know if your clients have any problem receiving or reading digital communications like email or on-screen literature.

If required, we can arrange to send your clients printed copies of important documents or correspondence like statements and letters – or provide these in special formats, such as large print or braille.

Once we have a record of your clients needs, we’ll aim to send all future communications in the format they choose. If they get an item that isn’t in the right format, just let us know and we’ll get it changed for them.

Please let us know if there are other ways we can make it easier for you and your clients to access our services.

If you have difficulties using this website, please let us know by emailing: marketing@embarkgroup.co.uk