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Support for your needs
Everyone communicates and takes in information differently. Whether you have a disability, a health condition or simply find some things difficult, you can tell us what would help.
Making things easier, every step of the way
If something makes communicating with us or using our services difficult, let us know. We'll listen and discuss what would help.
When you contact us
Tell us how you'd prefer to communicate or what you find difficult.
When we talk things through
We'll use clear language, listen carefully and give you time to ask questions.
When you need further help
We can discuss practical arrangements and explain where to find independent support.
Support that works for you
When you speak with Key, you can:
Ask us to slow down, repeat or explain something differently
Ask about large print, Braille or other accessible formats
Discuss arrangements that would make appointments easier
Someone you trust, by your side
You can involve a family member, friend or someone you trust when speaking with us. They can help you communicate, ask questions or understand information. We'll continue to listen to you and respect your wishes.
Need help communicating with us?
If reading, hearing, speaking or using our services is difficult, tell us what would make things easier.
Ask us for supportHelpful resources and guidance
Find practical information about accessibility, communication difficulties and independent support.
Helpful resources from Key
Support that starts with listening
Everyone's needs are different. Our teams are trained to recognise when extra support may be needed, with guidance from our vulnerability champions. We'll take time to understand what works for you and discuss how we can make communicating with us easier.
Find out more about Key and our peopleHonest | Personal | Trusted
Our values shape how we communicate, helping you feel informed, included and supported.
Accessibility and communication frequently asked questions
No. If you find something difficult when communicating with us or accessing our services, tell us what would help. You don't need a diagnosis to ask.
Tell us about the difficulty and how you'd prefer to communicate. We can discuss what support or alternative arrangements may be available.
Yes. We understand that everyone reads and processes information differently. Tell us what would make things easier, and we'll discuss how we can help. Our equity release glossary also explains common financial terms in plain English.
Yes. You can ask to involve a family member, friend or someone you trust. We'll discuss how they can help while continuing to respect your wishes and privacy.
Yes. If you need information in large print, Braille or another accessible format, please tell us. We'll discuss what would help and what we can arrange.
We're here to help
If communicating with us or using our services feels difficult, tell us what you need. We'll listen and work with you to make things easier.
Ask us for support
Page last updated: Tuesday 27 October 2026