Communicating with us in other languages

We try to make our service as accessible as possible. We want everyone to be able to tell us what they think about our service, ask a question or make a complaint.

If English is not your first language

If English is not your first language and you would prefer to communicate with us in your first language, let us know. We will arrange for an interpreter to come onto the line so that we can understand each other better. You should also tell us if you require further communication translated into your preferred language.

If you have a visual or hearing impairment

If you have a visual impairment and require information about your complaint in Braille or large print, please let us know.

If you are deaf or have a hearing or speech impairment you can call us using Text Relay. Follow these instructions:

• Using a TEXTPHONE – dial 18001 then the full telephone number.
• Using a telephone – dial 18002 then the full telephone number.

For further information about Text Relay, go to: https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/accessibility/text-relay-guide

Alternatively, you can send us an email or write to us using the contact details below.

If you have a learning disability

We can write to you using simple words and pictures to make it easier for you to understand. To find a free and independent advocacy service, please see the following link: https://www.nhs.uk/conditions/social-care-and-support-guide/help-from-social-services-and-charities/someone-to-speak-up-for-you-advocate/

Interpreters for face-to-face meetings

Occasionally, as part of the complaints process, we meet with complainants face-to-face. If this is required and you need an interpreter for British Sign Language or other language, we can arrange this for you.

Telephone: 020 3069 0240
Email: [email protected]