Extra support and accessibility

If something makes it harder for you to use our service, tell us.We will change how we work with you.

Version 1.0 · October 2026 · 2 min read

CONTENTS · 6 SECTIONS

1. Who this is for

Anyone whose circumstances make it harder to manage their phone service, for a short time or for good. For example: a disability or long-term health condition, a mental health condition, age, bereavement, a change in money or work, domestic abuse, or not having English as a first language. You do not need to explain more than you want to.

2. How to tell us

Email help@voicepro.plus with "Extra support" in the subject, or call +44 20 3769 8080 in our support hours. Someone you trust can contact us for you once you have told us that they may.

3. What we can do

Contact you the way that works for you

Email, text or phone, and plain-language versions of anything we send.

A trusted person

With your consent, someone you nominate can manage the account or speak to us for you. You can remove them at any time.

More time

For payments, decisions or anything we ask you to do, where you need it.

Care with changes

Before we suspend a line or close an account, we check whether you have told us about extra support needs and contact you first in the way you asked.

Help with complaints

Our Complaints Code explains how we adapt the process and how to take a complaint to the independent dispute scheme.

4. How we keep it

We record only what you tell us we need to know to support you, on your account, so you do not have to explain it again. Only our support staff can see it. You can ask us to change or delete it at any time. Our Privacy Policy explains how we handle it.

Everyone who handles customer contact is told how to recognise when someone may need extra support and what we can offer.

5. Emergency calls and relay services

999 and 112

Call the emergency services free from your VoicePro Mobile line, even if your line is barred or suspended.

Relay UK

If you are deaf, hard of hearing or have speech difficulties, use Relay UK to make and receive calls by text. Dial 18001 then the full number. Calls cost the same as a normal call to that number. In an emergency, dial 18000.

emergencySMS

If you cannot make a voice call, you can text 999 once you have registered your phone. Text "register" to 999 to sign up.

999 BSL

British Sign Language users can call the emergency services through a BSL interpreter with the free 999 BSL app or website.

Your location

When you call 999 or 112, your phone's location is passed to the emergency services.

6. Website and app accessibility

How we make voicepro.plus and the app accessible is on our Accessibility page.

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