We’ve teamed up with British Sign Language (BSL) Video Interpreting Service, SignVideo, to improve accessibility to our customers across the UK, becoming the first UK debt advice company to provide access to this service.

SignVideo is the market leader in delivering live and on-site BSL video interpreting and is already a trusted partner of NHS 111, the Department for Work and Pensions, Northern Ireland Health and Social Care, and Social Security Scotland.

We’re currently experiencing record demand for our debt advice service, with over 3,000 new customers reaching out for help every week, as the cost-of-living crisis continues to bite.

This is the latest initiative in our ongoing commitment to delivering a flexible and joined-up service to our customers nationwide.

The introduction of the BSL video interpreting service will mean that any customer who is deaf or hard of hearing can now access a BSL interpreter directly through our website, connecting to them via video call and going on a seamless journey from there into our free debt help service.

We’ve also recently become the first debt advice provider in the UK to achieve the Inclusive Service Kitemark™ for providing an inclusive and flexible service that benefits all consumers, regardless of their personal circumstances.

Rachel Duffey, our CEO said: “We’re passionate about delivering good outcomes to our customers and tailoring our service to their specific needs. This has never been more important given the cost-of-living crisis, which continues to impact all households across the UK and shows no signs of slowing down.

“We’re delighted to be working with the wonderful team at SignVideo to ensure we’re delivering a best-in-class service for the deaf community.”

Matthew King, General Manager, SignVideo added: “We are proud to partner with PayPlan to deliver inclusive customer calls in British Sign Language. SignVideo is committed to connecting deaf and hearing people by providing seamless communication access 24/7, 365 days a year.”