If standard typeface letters and small-print PDFs are hard for you to read, please tell us — and we will adapt how we send you information without making a fuss about it. This is a basic requirement under UK equality law and we treat it as standard practice.
What we can usually do
- Large print — typically a 16- to 20-point typeface on standard A4, useful for visual impairment or general readability.
- 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, and 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. For a single document in a different format, the General Support Enquiry form is the right place.
If someone else helps you read your post
If a friend, family member or advocate helps you handle your correspondence, we can put a note on the account so they can be on calls and so documents are sent in a way that suits the arrangement. We may ask you to confirm in writing who is authorised to speak with us.
We will never charge for this
Providing information in an accessible format is part of the service. We will not charge you for it, and asking will never affect how your account is treated in any other way. The full article in our knowledge base is at Loan documents in large print or another format.