Equal opportunities policy

Our commitment

We will not treat anyone less favourably because of their age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. These are the protected characteristics under the Equality Act 2010, and the commitment applies across England, Wales and Scotland.

We also recognise that people in debt often face disadvantages that are not covered by the law, such as low income, low confidence with letters and forms, or limited access to the internet. We try to make our service easy to use for everyone.

Adjustments we can make

If something makes it harder for you to use our service, tell us. For example, we can:

• Go through the online check with you over the phone, instead of online
• Explain things again, more slowly, or in writing
• Speak to a friend, relative, carer or adviser on your behalf, with your permission
• Take calls through Relay UK if you use a text relay service
• Give you more time to find documents or make a decision

Our website

Our accessibility statement explains how we make the website easy to use, and what to do if you have a problem.

If you feel you have been treated unfairly

Please tell us. Our complaints procedure explains how, and we will look into it properly.

Reviewing this policy

We review this policy regularly, and whenever the way we work changes.