Can I get my loan documents in large print or another format?

Not everyone finds standard A4 typeface in small print easy to read, and not everyone uses email or paper letters in the same way. We can adapt how we send you information without making a fuss about it — please just let us know.

Alternative formats we can usually offer

• Large print. A larger typeface (typically around 16 to 20 point) on standard A4 — useful for visual impairment or when small print is straining.
• Plain language summary. A short, plain-English summary of a longer letter, on request.
• Accessible electronic format. Documents sent as plain text or as accessible PDFs that work properly with screen readers.
• Different channel. If post is not working for you, we can send documents by email instead (or vice versa).

How to ask

The simplest route is the Additional Support Needs form on our Forms & Requests page. Tell us what format works for you and we will record it on your account so all future correspondence comes through that way. If you only need a single document in a different format — for example a large-print copy of one statement — use the General Support Enquiry form and tell us which document and which format.

If someone else needs to help you read your correspondence

If a friend, family member or advocate helps you handle your post, we can put a note on the account so they can be present on calls and so we know to send documents in a way that suits the arrangement. We may ask you to confirm in writing who is authorised to speak with us. Free, independent advice on all of this is available from Citizens Advice and from the RNIB if a visual impairment is involved.

What we will not do

We will not charge you for providing information in an accessible format. This is a basic requirement under UK equality law and we treat it as standard practice rather than an extra. Equally, asking for an alternative format will never affect how your account is treated in any other way.