Support if you're deaf or have hearing loss
Learn the support that we can provide to you if you’re deaf or have hearing loss.
You’ll be able to use these services to complete day-to-day servicing queries and enquiries.
You can also use SignVideo and Relay UK to make new applications.
Keeping you safe
No matter how you get in touch with us, we’ll never ask you to tell us your service number or other personal information, including:
- your bank login
- One Time Passcodes (OTP)
- your full password
Signly
Signly provided free British Sign Language (BSL) translations for websites.
How to use
- Turn on Signly
- An image of two hands appear
- Tap the hands to start
- Swipe the text on your mobile or move your mouse over the text
- Select the arrow for translation
Untranslated page?
Select ‘Request translation’. A translation will be on our website in a week or less.
Signly doesn’t translate moving content, so tools like calculators can’t be translated.
SignVideo
SignVideo lets you talk with us using British Sign Language (BSL). SignVideo will connect you with a professional interpreter who’ll then interpret on your behalf to one of our specialists.
Your video call is in real time using secure technology. We may record the voice conversation for quality and monitoring purposes.
When can I use SignVideo?
SignVideo is available 24 hours a day, 7 days a week. You can use them whenever we’re open.
How do I use SignVideo?
You can use SignVideo using their app or from your browser.
- To use the SignVideo app: you’ll need to download the app to your smartphone, mobile device or computer.
- To use SignVideo from your browser: you’ll need to have a webcam.
You need an internet connection. You can use 3G, 4G, 5G or Wi-Fi. The stronger your connection, the higher quality the call will be.
You can call us on SignVideo by searching for ‘ADVICIFAS’ in the SignVideo directory.
Relay UK
Relay UK is a free service.
It helps people with hearing and speech difficulties communicate over the phone using the national relay service. It works by typing what you’d like to say to us, then a Relay UK assistant can read what you want to say and speak with us on your behalf.
You can use Relay UK:
- with a textphone, or
- by downloading the app to your smartphone, tablet or PC.
You can also find out how to make and answer calls with Relay UK.
What you should do
If you register with Relay UK you’ll be given a unique Text Number.
We can make outbound calls, straight to this number. Please tell us your Text Number and we can set this as your preferred way to be called back.
Search ‘Text Number’ on the Relay Homepage for more details on this service.
Other ways we can help
Power of attorney
Power of Attorney lets you arrange for someone you trust to make decisions on your behalf and manage your services on your behalf.
You may want to do this due to a change in your health or circumstances. If you don’t need someone to help you now, you can also set up a Power of Attorney for the future too.
Once only
We all need help sometimes. If something’s affecting how you manage your services, we may be able to help.
With once only, you can let a specialist know if you need support. They can then add a note to your service so you don’t have to tell us again.
To tell us about any support you need, email us at [email protected] and refer to the “Only Once Service”.
