Accessibility

Making our services accessible to all.

POPLA is committed to making its services accessible to everyone.

A disability can affect the way people take in and understand information. We have carefully considered the design of our website and content with this in mind.

Our website meets all priority two requirements of the W3C Web Content Accessibility Guidelines 2.1 (WCAG 2.1). This used to be called Level AA compliance.

What does this mean to someone who might need help?

We’ve designed our website to be completely responsive so that it caters to the needs of consumers who may need a more accessible online experience.

We’ve thought about the following:

  • People who can't see very well: The colours and the contrast between them; the size of text and the choice of fonts.

  • People who are blind: How a screen reader interprets the content on our pages.

  • People who can't hear very well: How any audio content is represented visually.

  • People who find a keyboard or mouse hard to use: The ease with which someone can find their way to parts of the page.

  • People who find words difficult: The length of sentences and paragraphs and the words we use. The fonts and size of text. The chance to have text read out loud.

  • How can you contact us?

  • You can contact us online, over the phone or in writing. We have special services available for those who might have sight, hearing or speech difficulties:

Telephone calls

We can offer translation services for Welsh speaking consumers. We can also cater for other accessibility needs such as taking your complaint over the phone or by email if you are finding it difficult to submit your appeal to us. Please call us on 03301596126 to talk to one of our advisors.

Written Communication from us

We can provide documents in alternative formats such as large print, coloured paper, audio and Braille. Contact us at FormatThis@Ombudsman-Services.org to make a request. We’ll do our best to help.

Appeals made in Welsh

Any appeal application that is submitted in Welsh shall be considered by an Assessor fluent in the Welsh language and all written communications relating to the Appeal shall be made in Welsh. However, if no Assessor fluent in the Welsh language is available, the appeal shall be considered by an Assessor provided that in such case all evidence has been translated so that identical versions are available in both languages and the decision and any interlocutory directions made in English are translated into Welsh.