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Accessibility policy

The UK International Consumer Centre is committed to helping those who need assistance and will take all realistic and proactive steps to avoid discrimination and ensure our service is accessible to all. This procedure provides guidance on how staff at the UK International Consumer Centre will process and handle calls from consumers who may have disabilities. It is important to remember that customers do not need to identify their disability to access good customer service.

Legal Obligation – The Disability Discrimination Act

UK law applies if the organisation is based in the UK and this is where the customers are calling from.

UK providers of services and public functions have a legal obligation to ensure they do not discriminate against disabled people. This means organisations ranging from banks and television companies to local authorities and government departments must ensure that their call‑routing systems do not prevent disabled people from accessing their services or obtaining the information they need.

Organisations should expect disabled users to contact them and anticipate their needs by making changes or “reasonable adjustments” to the way they operate. This ensures that disabled people with a variety of impairments can contact them without barriers.

Accessibility

The UKICC is contacted by those who need advice and assistance, and this is done at a distance, with no face‑to‑face contact. Consumers are welcome to contact us in whichever way they feel most comfortable, using the following methods:

  • Phone (including Next Generation Text Service, formerly Text Relay)

  • Letter

  • Email

  • Through a third party – e.g., a CAB adviser or family member

The details for all these contact methods can be found on our Contact Us page. If a consumer does not have access to our website, we can provide this information in an appropriate format — for example:

  • sending the information in a letter

  • providing it over the phone

  • giving it to a third party

In all correspondence, consumers are offered different ways to communicate with us so they can choose the method that suits them best, both for contacting us and for receiving responses.

Enquiries received in any language will be handled sensitively as follows:

  • We may use translation software to summarise your enquiry to gain an overview of the enquiry and judge whether it is in scope or out of scope.

  • If out of scope, a simple, clear email will be sent directing the consumer to the correct organisation.

  • If in scope, a clear, simple email will be sent confirming that we can handle the enquiry, and asking whether it can be submitted in English (if possible), or whether a friend or relative may assist. Alternatively, we can forward it to another centre for support, although this may cause a delay.

Effective Call‑Handling Skills Ensuring Accessibility for All Users

The UK International Consumer Centre will promote good practice and ensure every call is handled professionally and consistently. All callers will be treated with patience and empathy. If a caller advises the advisor that they have a disability, the advisor will respond accordingly and as required.

Advisors will support all consumers by:

  • Speaking clearly and directly into the microphone

  • Not speaking too quickly and slowing down when requested

  • Speaking at a reasonable volume and adjusting it if asked

  • Being patient and willing to repeat or rephrase information

  • Allowing the consumer time to explain fully and not interrupting unless appropriate

  • Concentrating and listening attentively

  • Asking the consumer to repeat information if needed

  • Remaining calm when receiving a call via the text relay service and waiting for the relay assistant

  • Not assuming the caller has standard vision, hearing, or the ability to take notes

  • Checking that the caller has understood

  • Listening attentively if a caller has a speech difficulty and not finishing their sentences

All advisors will remember that many consumers with impairments may not consider themselves to have a disability.

Transfer of a Call or a Case

There will be situations where a consumer needs to be transferred to another organisation or to a different team member.

When a transfer is necessary:

  • The advisor will ensure the receiving person is the correct contact and is fully informed to avoid the consumer having to repeat information unnecessarily.

  • There should be no “cold” transfers.

  • The consumer will be told where and why they are being transferred.

  • If a direct transfer cannot be completed, the consumer will be given the correct alternative number to call.

Call Queuing and Holding

The UK International Consumer Centre is a small contact centre with a limited number of advisors available at any one time. As such, consumers may be placed in a queue. When in the queue, callers will be informed and given alternative contact options.

  • The message will be repeated at appropriate intervals.

  • There is currently no queue music — callers will hear a standard ring tone, confirming the call has not been disconnected.

  • Our system currently cannot provide estimated answer times.

  • To reduce queuing times, regular reviews will be carried out to assess peak periods and staffing levels.

If a consumer needs to be placed on hold during a call, the advisor will inform them and return as quickly as possible. If this is inconvenient, the advisor will offer to call back at a suitable time.

Call Routing

Given the size of the organisation, the UK International Consumer Centre does not use a call‑routing system; there are no menus or options for consumers to navigate.

If you have any questions about our Accessibility Policy, please don't hesitate to contact us.

Last reviewed 09 April 2026