Breaking down barriers to financial support: making our service accessible to all
December 2025 PayPlan Blog #2
We believe everyone should be able to access free, confidential debt advice, regardless of their circumstances or communication preferences.
That’s why we’ve worked hard to make our service as inclusive and accessible as possible.
Whether you’re reaching out for our advice for the first time or are already in a plan with us, here are some of the ways we’ll ensure you get the support you need – in a way that suits you best.
Multiple ways to get in touch
You can reach us by phone, email, WhatsApp, post or Live Chat. Our advisors are available across all channels, at a pace that suits you.
We’re happy to tailor our communications to meet individual needs:
- Large print – for those with visual impairments
- Braille – available upon request
- Coloured paper – helpful for people with dyslexia or visual stress
- Plain Numbers – many of our colleagues are Plain Number Practitioners, trained to make complex information about money clearer and easier to understand
Inclusive communication services
To ensure our service is inclusive for all everyone, we partner with Language Line to help overcome language barriers.
You can have a real-time translator join your call with an advisor, and all communications can be sent in your preferred language.
Our WhatsApp and Live Chat services also automatically detect your language and translate messages in real time, helping ensure clear advice, with no language barriers.
For members of the deaf community, we work with SignVideo to offer British Sign Language (BSL) interpretation. A BSL translator can join your video call during an advice session, so you can receive support in a way that meets your communication needs.
Why accessibility matters to us
Financial difficulty can affect anyone – and getting help be another hurdle. We’re committed to continuously evolving and removing barriers so that everyone can access confidential debt advice.
We’re proud to have retained the BSI Kitemark for Inclusive Service for the third consecutive year, demonstrating compliance with BS ISO 22458 (formerly BS 18477) – a standard that recognises our commitment to making services accessible to all.
What you can do next
If you are struggling with debts call us on 0207 785 1109. We’re open from 8am – 8pm Monday to Friday and 9am – 3pm on Saturdays. Alternatively, you can visit our www.payplan.com/bfawuto speak to us via live chat or for more information