We’re thrilled to share some exciting news — you can now communicate with our Customer Service team using British Sign Language (BSL)! Through our partnership with SignVideo, we’re making it easier than ever to connect you to our team if you’re deaf or hard of hearing and use BSL.
How it works
It’s quick and simple to use our new Video Relay Service (VRS):
· Contacting us: visit the Contact Us page on our website and click the ‘Connect to BSL interpreter’ call button. This will connect you to a qualified BSL interpreter via video call.
· Connecting the call: the interpreter will then contact us through our usual customer service number (0300 323 0011). We’ll know it’s a BSL call before you’re connected.
· Speaking to us: Once connected, you can talk to us in real time with the interpreter’s help — just as you would in any conversation.
· Getting things right: The interpreter might occasionally pause to clarify details and make sure everything is understood correctly.
· Longer calls: If your call lasts more than 30 minutes, another interpreter may take over so you can keep the conversation going.
· Your privacy: Calls aren’t recorded, and no details of your conversation are stored.
Why we’re excited about this
This new service is another big step towards making our services more inclusive and accessible for our customers, no matter what your needs are.
We’re proud to support our deaf and hard of hearing customers who use British Sign Language — and we look forward to speaking with you through SignVideo.
