Ways we can support members with specific needs

We understand that some of our members may need extra help from time to time. Whether you're dealing with a health issue, difficulties with sight or speech - or something else - we know that your ability and energy to deal with us may be affected.

How we can help

• If you have hearing or speech difficulties, you can use Relay UK to communicate with us by phone
• If you are a British Sign Language user, you can make a call to us via an interpreter at SignLive
• We can send documents in large print or Braille
• We’re trained Dementia Friends so we can give extra help to people living with dementia
• All our member-facing staff are trained to put people at ease and take extra time if needed
• A group of our member-facing staff have had mental health and grief awareness training to better support people with mental health issues or facing bereavement

We’re happy to help you in any way we can. If you need anything that’s not listed, just let us know.

Our member website

We’ve improved our member website using the internationally recognised accessibility guidelines produced by the World Wide Web Consortium (W3C).

We’ve made changes to the colours used throughout our member website so that text is easier to read. We’ve labelled links and images so that they’re compatible with screen readers. Additionally, we’ve created captioned video guides, available in our video zone, to provide you with more information on how to use our online retirement tools.

The secure messaging service on our member website allows you to send us important messages without picking up the phone. Our ‘send us a document’ facility allows you to send us documents, including letters of authority, without using the post.

Our goal is to make our member website as accessible as possible. You can track the progress we’re making on our accessibility page.

Notify us of your needs

If you'd like to let us know how our member services team can best support you, you can message us through our secure messaging service. We can add this to your record so you don’t have to tell us about your needs again. We’ll only use this information to improve our service and your experience. 

If you’d like to contact us about your specific requirements, you can send us a secure message by logging into your account on our PPF member website or our FAS member website. There's also a number of other ways you can contact us.