Accessibility

When it comes to getting debt advice, we believe in accessibility for all. This is why we have dedicated time and effort into ensuring our website is universally usable in line with the Web Content Accessibility Guidelines, so you are able to communicate and get information in a way that suits your needs.

How we can help
How to get debt advice
Adjust your text size
Supported online browsers
Third party authority
SignVideo BSL Interpretation Service

How we can help

We will do our best to give you the information you need, the way you prefer to receive it. We are guided by our vulnerable client team, who have put procedures in place to make sure you are comfortable at all times.

We don’t believe in pressure, which is why we will only contact you at a time that suits you and our team will speak at your pace. If you want to receive debt advice over time, we can spread this over a few sessions, so it doesn’t feel too overwhelming.

To support our clients who require extra visual support, we can offer information in braille and large print. In addition to this, we can also send information over via email, so this can be read aloud by any software the user may have. We can also help deaf clients or those with hearing loss by communicating over text, email and through the webchat service on our website.

How to get debt advice

To ensure we offer debt advice in a way that is comfortable for you, we offer a range of contact options. You can get debt advice via:

To support these communication methods, we recommend using the following resources to help you:

Relay UK – they help people with hearing and speech difficulties communicate with anyone over the phone. You can use them to speak to a PayPlan adviser.

AbilityNet – they support people of any age, living with any disability or impairment to use technology to achieve their goals. They can help you use our website in a way that works for you.

Usability Geek – This website has put together a list of 10 free screen readers for blind or visually impaired users. Find your computer’s operating system and see which tool can help you navigate any website.

Adjust your text size

Your web browser will have settings to allow you to change the size of the text on screen. Follow the commands below for your browser and make our site easier to read.

For Chrome, Safari and Internet Explorer users, hold down the CTRL key and use the + and – signs to zoom in or out
If you’re using an Android device, you’ll be able to zoom the text on your display using the ‘Accessibility’ page within ‘Settings’
For Apple iOS users, you can increase the text size on your device by going to ‘Settings’, then ‘General’, followed by ‘Accessibility’

Supported online browsers

We want you to have the best possible experience on our website, which is why we make sure you can get all the information you need when visiting us on the leading internet browsers. Whether you visit us on desktop, mobile or table, you can expect the best experience using:

Third party authority

Anybody who wishes to get debt advice or browse our website will be able to do so with the support of a trusted nominee. If you require assistance when it comes to debt support, we can communicate with a third party nominated to act on your behalf or legally through a Power of Attorney (POA).

PayPlan must ensure that General Data Protection Legislation is followed at all times, by ensuring that we have authority to deal with third parties, and discuss only relevant information with them, as outlined by you, the client.

SignVideo BSL Interpretation Service

We work with SignVideo to help our customers who use British Sign Language (BSL) easily access our services and get the debt help they need.

How to use SignVideo

Here are two ways you can use SignVideo:

SignVideo App: Download the SignVideo app. Please see www.signvideo.co.uk/download for more information. When you open the app, you will see the SignDirectory. Scroll down the SignDirectory and look for PayPlan. Click on the button for PayPlan and a SignVideo interpreter will appear on your screen to interpret your conversation.

SignVideo Web: Click on the link/button on our homepage or ‘Contact Us’ page to connect to a BSL interpreter.

What do I need to use SignVideo?

To use SignVideo, you will need three things as minimum requirements:

One of the following devices: Windows PC app, Apple Mac app, iOS app, Android app, SignVideo Web
A webcam (either built-in or plugged in to your device)
A good internet connection – for the best experience with SignVideo, we advise having a minimum 2mbps upload and download internet speed. Your internet connection can be any of the following: 3G, 4G, 5G mobile network, plugged in via broadband/ethernet cable or WiFi

With these three requirements met, you’ll be able to connect to SignVideo’s BSL interpreters easily, within an instant!

How can I get further help and support with SignVideo?

To resolve any issues you may have, please check SignVideo’s FAQ page: www.signvideo.co.uk/faq.

To receive help and support, please get in touch with our Customer Services:

Call SignVideo in BSL: www.customerservice.signvideo.net. (this link requires the SignVideo app to open)

Alternatively, email the technical support team directly – help@signvideo.co.uk