CDRL

Accessibility

Across all of CDRL’s schemes, ensuring that everyone can easily use our services is of utmost priority.

We understand that people have different needs, and we will make reasonable adjustments so that you can use our services and take part in the complaints process, whatever your circumstances.

Below, you will find information on the Accessibility Services and adjustments we already have in place to assist you – however, if you require anything extra that is not listed, please do let us know when submitting a Reasonable Adjustment Request, and we’d be happy to help.

You may submit a Reasonable Adjustment Request at any stage of your Complaint.

We offer a variety of adjustments to simplify your ADR experience, such as:

Sign Language Service
Increasing the font-size of our Documents
Braille Translation Services
Extending ADR Deadlines

For more information, please see our Reasonable Adjustments Policy on our Resources page.

Live Chat & Sign Language Service

Here to help the Deaf and/or Hard of Hearing

Across all of our services, you have the option to ask us to book you an InterpretersLive! British Sign Language appointment with a Sign Solutions Interpreter for you, who will relay the call directly to us.

The service is available to complainants Monday to Friday, 9am – 5pm.

For more information on this service, please see our CDRL Sign Language Service document on our Resources page.

Documents in Alternative Formats

You don’t have to do things digitally.

We have downloadable PDFs of all of our forms, which can be printed onto paper, filled out, and posted to us at our main office address.

Please see our Resources page to access these.

We also offer the following versions of all our documents, upon request:

Large-print
Easy-read
Plain-English

Languages

All CDRL schemes can accept and conduct claims in English.

However, we are also able to offer Translation & Interpreting services, so that language is not a barrier to using our service.

All of our websites and portals now have a translation option that covers many of the most commonly spoken languages, such as the following:

English
Spanish
Italian
Portuguese
German
French
Russian
Dutch
Arabic
Mandarin

Please let us know if your native language is not available, and we will gladly add it to our sites for you.

These languages are only available on our websites and portals. We can not necessarily accept/conduct claims in these languages.

Different Ways to make your Complaint

We offer a variety of alternatives to ensure that you can submit your complaint to us whichever way suits you best – it doesn’t have to be via our Online Portal!

You could complain:

By Post
By Telephone
With the help of a Friend, Family Member, Representative, or Support Worker acting on your behalf

Extra Time

Where a disability, health condition, or vulnerable circumstance makes our standard timescales difficult to meet, we’re happy to provide extensions on ADR deadlines to ensure you don’t get caught out.

Google Text-to-Speech

Here to help those with Reading Difficulties, those who are Partially Blind and/Supported Blind people

All of our sites and portals support the Google Text-to-Speech app, which you can install to your browser from HERE

This will read the site content to you.

Website standards

We strive to conform with W3C Web Content Accessibility Guidelines wherever possible, in order to ensure you can use our services comfortably no matter what.

How else can we help you?

If you require anything extra not listed above in order to use our services comfortably, please do let us know by submitting a Reasonable Adjustment Request, and we’d be happy to help.

See our Contact Details