I need help in another language

What's happening

Understanding contact about your account matters, and not everyone reads or speaks English as a first language. You are entitled to ask for help so you can understand what is being said and make informed decisions. Asking for language support is completely normal and nothing to feel awkward about.

This is general information, not legal advice. Free services, including those offering language support, are linked below.

Your options

Depending on what suits you, you may be able to:

• Ask a trusted family member or friend to help, with your permission
• Use a telephone interpreting service when you speak with us
• Ask for key information to be explained slowly and clearly
• Authorise someone to speak on your behalf

If you want someone to help with your account, see our guide on authorising a representative in the Help Centre.

Step by step

1. Decide how you would like to be helped — an interpreter, a trusted person, or a clearer explanation.
2. Contact us and let us know you would like language support.
3. Quote your reference number so we can find your account.
4. If someone is helping you, you may need to confirm you give them permission.
5. Take your time, and ask for anything to be repeated or explained.

You can ask for support through our contact page.

Your rights

You are entitled to be treated fairly and to understand what you are being asked. Asking for language support, or for someone to help you, is a reasonable request. You can also ask for information in writing so you have time to read and translate it at your own pace.