Brillband Vulnerable Customer Policy

Vulnerable Customer & Accessibility Policy

At Brillband, we believe broadband should be accessible to everyone, regardless of individual needs. If you require additional assistance due to factors such as age, communication difficulties, disability, learning difficulties, or physical or mental illness, we’re here to support you. We recognise that personal circumstances can change rapidly; should you need us to adjust our services to meet your accessibility requirements at any time, we’ll strive to accommodate your needs.

This list isn’t exhaustive; other factors not mentioned here may also necessitate additional support from us.

Already a Brillband Customer?

Website Accessibility

Our website is designed for easy navigation and is screen-reader friendly. We’re continually working to enhance accessibility. If you have suggestions or need further support, please contact [email protected] or use our Live Chat or WhatsApp service.

Learning or Communication Difficulties

If you find it challenging to understand detailed documents like your contract or bill, we can simplify the information or provide it in a more accessible format. Reach out to us through [email protected] or use our Live Chat or WhatsApp service.

Mental Health

Mental health can affect anyone at any time. If it impacts your ability to manage your account, we’re here to help please contact [email protected] or use our Live Chat or WhatsApp service. 

Power of Attorney & Third-Party Account Management

You can authorise a family member, trusted friend, or carer to speak with us or manage your account on your behalf. To set this up, please contact [email protected] or use our Live Chat or WhatsApp service.

Struggling to Pay Your Bill

If you’re having difficulty paying your bill, we’re here to assist. Contact us at [email protected] or use our Live Chat or WhatsApp service.

Free Directory Enquiries

If a disability makes it hard to read or look up telephone numbers, you can get assistance by calling BT Directory Assistance on 195.

After You Speak to Our Team

We can provide follow-up information in writing after a conversation with our Customer Care team, detailing the services you’re receiving or any agreed changes.

Your Rights

Every customer has the right to fair treatment. We adhere to Ofcom guidelines on supporting vulnerable customers, ensuring:

• Fairness and Transparency: No hidden fees or jargon—just straightforward, honest communication.
• Protection: Your information is kept secure in line with our Privacy Policy. We may periodically verify this information to ensure our records are current.
• Choice: Empowering you to make decisions that best support your accessibility needs and circumstances.

Getting in Touch

If you have questions or need to discuss anything further, please contact us:

• Email: [email protected]
• WhatsApp or Live chat with us. 

We’re here to help.