FAQs for Vulnerable Customers

Supporting vulnerable customers

We’re committed to treating all our customers fairly and with respect. Our training covers customer service and providing support, including recognising those who identify as vulnerable.

We know that there’s lots of different factors and life events that can cause vulnerability, whether long-term or temporary.

To give our customers the best experience we listen to feedback and continually monitor our interactions. Our focus is always to make sure that our customers get the best possible service and support when they need it most.

Sometimes it isn’t always easy for us to realise if you’re experiencing difficulties, so please let the team know if you think they can help.


999 BSL Emergency services

Make a 999BSL emergency call now

What is 999 BSL?
999 BSL is a service that connects you to British Sign Language Interpreters remotely through an app or a web-based platform, who then will relay the conversation with the call handler and emergency authorities. This service has been set up so that no deaf person will be excluded when they need to make an emergency call, therefore saving lives.

When to use the 999 BSL service?
The 999 BSL service is for emergency situations ONLY, for an example if someone is seriously injured; lives at risk; being in danger or harm; a serious offence is in progress or just has been committed.

For less urgent situations, please use Police 101 (wherever possible) and NHS111 through SignVideo – not 999 BSL, unless there is an emergency.


How do I make a 999 BSL call?


Make a 999BSL emergency call now