Trust
Accessibility Statement
Our commitment to making this website and our call handling usable by as many people as possible, the standard we work towards, the limitations we know about, and how to tell us when something does not work.
Our approach
We aim to meet the Web Content Accessibility Guidelines at level AA as a working target for this website. That is a target we build towards rather than a conformance claim, and we will state the position accurately as assessments are completed.
Current assessment status: no independent accessibility assessment has been completed to date. Known limitations: any identified during review will be listed here. Last reviewed: 27 July 2026.
Accessibility is easier to build in than to retrofit, so it forms part of how pages are designed rather than a remediation exercise afterwards.
What we do on this website
- Semantic headings in a logical order, so pages can be navigated by structure
- Text that reflows and remains readable when enlarged or viewed on a small screen
- Colour contrast intended to remain legible without relying on colour alone to convey meaning
- Visible focus indicators, so keyboard users can see where they are
- Interactive elements that can be reached and operated by keyboard
- Descriptive link text rather than repeated generic phrases
- Tables used for tabular data, with header rows marked up
- Layouts that avoid movement, flashing or automatic playback
Accessibility on the phone
Call handling raises its own access questions, and these matter more to your callers than anything on a website. We design flows with them in mind and recommend the same to every client.
| Consideration | What we do | What you should decide |
|---|---|---|
| Speech differences | Design for clarification rather than repeated failure, and hand over sooner | The threshold at which a caller is routed to a person |
| Hearing difficulties | Keep prompts short and avoid long unbroken passages | Whether to offer a messaging or written route as an alternative |
| Older callers | Avoid menus that require memorising options; follow what the caller says | Whether certain callers should reach a person directly |
| Language and dialect | Route clearly where a language is not supported | Which languages are staffed for transfer, as covered in our language guidance |
| Assistive technology | Avoid designs that depend on tone input alone | Whether a text-based route should be published alongside your number |
| Always available | Provide a route to a person on every call | Who is available, and when, so that route is real |
Language coverage and the routes for unsupported languages are discussed further in multilingual and dialect call handling.
Telling us about a problem
If you cannot access something on this site, or you had difficulty with a call handled by our service, please tell us through our contact page. Describe what you were trying to do, what happened, and the device or assistive technology you were using if that is relevant.
We will acknowledge your message, tell you what we can do and by when, and offer an alternative way to get what you needed in the meantime.
Nobody should be stuck with an automated system. A caller who asks for a person gets one, without argument or a further attempt to help. If that has not been your experience with a business using our service, tell us and we will raise it with them.
Frequently asked questions
Does this site conform to WCAG?
We work towards level AA. The current assessment status is stated above, and we will not describe the site as conformant until an assessment supports that.
Can callers always reach a human?
Every deployment we build includes a route to a person. How quickly that route connects depends on the client’s own staffing arrangements.
What if the system struggles to understand a caller?
The flow should hand over rather than keep asking. Repeated misunderstanding is a signal to escalate, as covered in escalation and human handover design.
Do you offer a text alternative to calling?
That is the client’s decision. Messaging alongside voice is discussed in messaging channels beyond voice, and we generally recommend offering one.
How often is this statement reviewed?
At least annually and after significant changes to the site. The last review date is shown above.
Related pages
Design your call flow around every caller
We will show how the flow behaves when a caller is hard to hear, speaks another language, or simply asks for a person.