Additional support when you need it
Personal circumstances can sometimes affect how easy it is to understand information, make financial decisions or deal with financial matters. This may be temporary or ongoing and can happen to anyone.
We encourage you to tell us if there is anything that may affect how you access or understand our services, or if there is any reasonable support that would make dealing with us easier. A family member or other authorised representative may also contact us on your behalf where the appropriate authority is in place.
Where we are made aware that additional support may be helpful, we will discuss your needs with you and consider reasonable adjustments. These might include:
- Allowing additional time for meetings or decisions.
- Communicating with you by an agreed method, where reasonably practicable.
- Providing information in a larger or alternative format where reasonably practicable.
- Arranging meetings in a downstairs room where preferred and reasonably practicable.
- Providing parking immediately in front of the office for all clients.
- Explaining information again or in smaller stages
- Welcoming a trusted person to attend meetings with you where you would find this helpful
Please let us know as early as possible if you require additional support. We can only take account of needs or circumstances that we know about, or that are reasonably apparent from the information available to us.
Any information you provide will be handled sensitively and used to help us support you appropriately.