Here at Ombudsman Services we are committed to treating everybody with fairness and respect. We want our services to be accessible for everyone, so have worked hard in removing barriers that people may face. We understand everyone has unique circumstances and sometimes people need us to do things differently for them to ensure they can get the best service from us, which is why we believe it is important that we make our services easy to access.
To help navigate you through this next section, to help make it clear what we can provide in helping you to access our services fully we have broken it down into different areas:
If you need to contact us to request access to any of the services below, require support or need to report any accessibility issues, you can do this over the phone, online or in writing.
We provide translations services to help access our services in several languages. You can also submit your complaint in a language other than English. Right now, we have a limited selection of languages we can interpret in over the phone, we are however in the process of reviewing this. Please pay careful attention to the translation options available as they vary between each service. At the moment it can take us 2-3 business days to implement this service.
Please see our Requesting translation services (December 2022) guidance for a list of all languages we can translate or interpret into.
If you need support to access our services, submit a complaint or to communicate with us in another language please contact FormatThis@Ombudsman-Services.org or call in to a member of our team on;
We can communicate or provide documents in alternative formats such as large print, coloured paper, audio or braille.
If you need help in accessing our services and you have a visual impairment, please call us on Energy 0330 440 1624 or Communications 0330 440 1614 and a member of our team will support you through your complaint journey and any alterations you need. Or you can email us at FormatThis@Ombudsman-Services.org.
If you have a hearing impairment and require support, we offer sign language interpreter. Details below explain how you can access this.
If you prefer not to use this service you can at any stage nominate a third party to speak on your behalf.
British Sign Language users can contact us using a sign language interpreter, through InterpretersLive, click here for more information.
We understand that having a disability can affect the way people take in and understand information. We have carefully considered the design of our website and content with this in mind.
Our website meets all priority two requirements of the W3C Web Content Accessibility Guidelines 2.1 (WCAG 2.1). This used to be called Level AA compliance.
We’ve designed our website to be completely responsive so that is caters to the needs of consumers who may need a more accessible online experience.
We’ve thought about the following: