Overview
Support needs can be temporary or longer term. If you let us know what works best for you, we can adapt how we communicate, the time we give you to make decisions, and the way information is presented.
Examples might include needing information repeated more slowly, asking us to avoid jargon, preferring written follow-ups after a phone call, or involving a trusted family member, carer, or friend. The earlier you tell us, the sooner we can make sensible adjustments.
How to tell us
You can tell us about support needs by phone, email, or during any conversation with our team. Let us know what makes it easier for you to understand information, ask questions, and consider your options without pressure.
If your situation changes during your enquiry or application, please update us. A short explanation is enough. You do not need to share more personal detail than is necessary for us to respond appropriately.
Support options
The support we offer depends on your circumstances and the stage of your enquiry, but the following adjustments are commonly available:
- We can slow down, repeat or clarify information if needed.
- We can arrange a call at a time that suits you.
- We can communicate via your preferred method where possible.
- We can provide extra time to consider decisions.
If we cannot provide a specific adjustment directly, we will explain that clearly and discuss the closest practical alternative with you.
Alternative formats
If you need information in a different format (for example, large print or email), please let us know and we will do our best to help.
Where appropriate, we can also summarise key points after a conversation so you have a clear written record of what was discussed, what the next steps are, and any actions you need to take.
Someone acting on your behalf
You can ask a trusted person to help you or speak to us on your behalf. We will need your permission before we can discuss your details with anyone else.
Depending on the request, we may need to confirm your identity or record your consent before sharing information. This helps protect your privacy while still allowing you to get the support you need.
Complaints and feedback
If you have a complaint, please see our Complaints Procedure page. We also welcome feedback on how we can improve our support.
Telling us that you need additional support does not limit your right to complain. We will continue to handle complaints fairly and explain the next steps, response times, and escalation routes as clearly as possible.
Email: complaints@wednesdayfs.co.uk
Telephone: 0161 527 5606