If you need extra help

We understand that some of our members may need extra assistance from time to time, and there are lots of ways we can help.

Hearing, speech and vision 

If you have difficulties hearing or speaking, you can use Relay UK to communicate with us. If you have a sight impairment, we can provide documents in large print or Braille. 

We’ll also take extra care if you have learning difficulties. 

We can update your record with any special requirements, disabilities or vulnerabilities so that you won't have to repeat yourself each time you contact us.

Dementia Friends

Since 2018 we’ve delivered Dementia Friends training to our customer-facing team, so if you're living with dementia you can get extra help over the phone. 

Find out more about the ways we support members with Dementia.

Extra assistance

If you'd prefer to have someone else deal with us on your behalf, you can send us a copy of your power of attorney, if you have one, or a written Letter of Authority (LOA). 

We can also accept verbal authority for individual phone calls, provided you're there to answer some security questions.

If you're a PPF member you can call us on 0330 123 2222. FAS members can call us on 0330 678 0000.

If you need help with anything else not listed here, let us know and we'll do our best to support you.