Last updated: June 2023

Supporting the needs of our customers

Accessibility and Adapted Communication

We want all our customers to be able to access our services. For customers who may need more help, we have put in place some support to make this easier.

Tell us what you need

When you contact us, please tell us what support you may want or need to be able to interact with us better. Our staff are trained to listen, help, and support you as best they can.

Communication preferences

There are a range of ways that you can communicate with us. If it helps to speak to the same person each time you call, we will try to make sure this happens where we can.

You may want us to deal with a trusted family member or friend. Usually, you can give us verbal or written authority for them to communicate on your behalf.

Printed formats

We share quotations and important product documents outlining the policy details on our website. We get these from the product providers using secure links. These allow you to compare the products on our online pages. If you need these documents in a different format, please contact us. We can ask your selected provider if they can provide them in your requested format, with your authority.

Each provider may offer different document formats, which we have no control over.

If there is anything in any of the provider’s literature that you do not understand, please get in touch so we can explain it to you. We do not offer advice; we can support your requests with the provider.

Using assistive technology to customise this website

We have built our websites to be accessible and usable by as many people as possible. We offer a range of solutions to help you to get an accessible experience on our sites to try to meet your individual requirements.

Most of our websites will detect and respond to any mobile device or tablet, resizing images and layout to fit correctly.

We are building our content to meet the requirements of Web Content Accessibility Guidelines version 2.1 AA Standard. For example, on most of our sites you can use the accessibility features on your computer or install assistive technology to:

We continue to work to improve the accessibility of our websites and aim to make our website text as simple as possible to understand.

All text links, where possible will be written so that they make sense when read out of context.

We have provided links to some websites below that provide support on making your device easier to use if you have a disability.

PDF document content is often generated by providers hosted on our website using third-party software. They may not always meet accessibility standards.

Plain English

We are committed to using plain English and making our content as readable by as many people as possible.

Equality Act

We aim to ensure all our hosted services are accessible to all customers and free from unlawful discrimination.

You might find these websites helpful too

The websites below provide help to make your device easier to use if you have a disability. Please note that Investment Discounts On Line Limited is not responsible for content on these sites.

Browser Tools

Text fonts
Depending on your browser, you can override all fonts on the site to one that is easier for you to read.

Enlarge your view
You can activate the browser zoom via these keyboard shortcuts:


Please let us know if there are other ways, we can make it easier for you to access our services.

If you have difficulties using this website, please let us know by emailing us. Or write to us at:

The Edge, Eden Business Park, Penrith, Cumbria CA11 9FB