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Accessibility Policy

We want all our customers to be able to access our services equally. For those who may need additional help, we’ve put in place some support to make this easier.

Tell us what you need

When you contact us, please tell us what support you may want or need to be able to interact with us better. Our staff are trained to listen and help you as best they can.

There are a range of ways that you can communicate with us, such as by phone, email or letter.

If you want us to deal with a trusted family member or friend, you can give us verbal or written authority for them to communicate on your behalf.

We will make a note of your preferences for the future.

Written communications

As a modern digital business, our primary method of communication with clients is through digital channels – such as email, websites and Embark’s online platforms.

Digital communication is fast, secure, environmentally friendly and inexpensive.

However, we know that – for a small number of our clients – that may not be the best option.

Please let your adviser or us know if you have any problem receiving or reading digital communications like email or on-screen literature.

If required, we can arrange to send you printed copies of important documents or correspondence like statements and letters – or provide these in special formats, such as large print or braille.

Once we have a record of your needs, we’ll aim to send all future communications in the format you choose. If you get an item that isn’t in the right format, just let us know and we’ll get it changed for you.

Keeping in touch

Please tell your adviser if you change your postal address, telephone number or email address.

If you no longer have an adviser, please contact us direct to ensure Embark holds your up-to-date contact details.

Your feedback

Please let us know if there are other ways we can make it easier for you to access our services.

If you have difficulties using this website, please let us know by emailing: marketing@embark.co.uk