IWNL take our responsibility to customers with vulnerabilities very seriously and work hard to ensure we comply with current UK law and best practice guidelines where possible. We offer a number of services for customers with vulnerabilities.

We understand that vulnerability can come in range of guises, and can be temporary, sporadic or permanent in nature. As a company we aim to be as flexible as possible when dealing with our vulnerable customers by providing assistance that is tailored to their needs.

Our staff are also trained to identify customers who may not have previously told us of their vulnerabilities and to treat these customers accordingly.

These identifiers of a vulnerable customer can include:

If you have a vulnerability, you can select this on your online account. Either contact us on 02920 028711, log into your online account or send us a contact form to update your vulnerabilities.

Recite me

Recite Me is a web accessibility tool which allows you to change our website to meet your needs. It is really easy to use and already included on our website, so you don’t have to download or install anything.

With Recite Me, you can translate the content to another language, change background, text or link colours, change the font size or play text aloud. For more information on how Recite Me works, please click here

To launch Recite Me, click the ‘Accessibility’ icon which can be found on the bottom left of every page. You can turn it on and off whenever you want.  

With Recite Me you’re able to: 

Instructions to ReciteMe

Our Literature

If you would like to request any of our literature in large print (16 point font size) or Grade 2 abbreviated Braille, please contact customer services, or alternatively, log into your online account and request it there. We offer:

Bill Payment

Disabled customers who are dependent upon the phone may nominate somebody who can help them deal with phone bills and their account in general. Specifically, this nominee can:


If you have problems reading the terms and conditions of your contract you can ask for our representative to explain it to you. If you would like to request the contract to be in Large Print or Braille, you can request this by logging into your online account or by contacting customer services.


We strive to offer excellent value for money and the highest quality of service. If you are unhappy with our service please contact us and let us know. We welcome your comments and feedback as it plays an important part in our process of continual improvement.

We are fully committed to addressing all complaints fully and fairly within a reasonable time frame. We will respond to all complaints in the most appropriate way and we aim to provide a substantive reply to all complaints received within 10 working days. You can log a complaint by sending us a contact form here:, by calling our customer services line free of charge on 02920 028711, or by writing to us at our main address. Our office opening times are Monday-Friday: 8.00am-8.00pm and Saturday: 9.00am-1.00pm.

Next Generation Text Service (NGTS)

NGTS enables hearing and speech-impaired customers to communicate with each other using a relay assistant. If on telephone calls you can’t hear the other person or they can’t understand what you say, NGTS can help.

By using a smartphone, tablet, or computer to make a phone call, you can type to a relay assistant who will speak your words to the recipient. The relay assistant will type their response so you can read what they say.

Telephone: 0800 7311 888
Textphone or NGT Lite app: 0800 500 888
c/o Internal Box 14
Telephone House
170 – 175 Moor Lane

Relay Assist

Relay assist is for callers who either need or would like help to make calls. To use this service, you will need to dial a relay assist access code.

If you are deaf, hard of hearing or speech impaired and use a textphone, dial 0870 240 95 98 to be connected to a Relay Assist operator.

If you are calling from an ordinary voice phone, dial 0870 240 51 52 to be connected to a Relay Assist operator.

Alternatively, if you have an internet enabled device, for example, laptop, smartphone or tablet, you may want to download the NGT Lite app. For more information on the NGT app and more about relay assist, please visit the NGTS website;

Textphone User Calls to the Emergency Services

Textphone users needing to call the emergency services (police, fire, ambulance or coast guard) should dial 18000.

Free Directory Enquiries for those Customers with Vulnerabilities (195)

A free directory enquiries service is available to any customer who cannot use a phone book. The free 195 directory enquiries service requires you to pre-register by calling 195. Textphone users can call 0800 838 363. You will be sent a form to complete which must be authorised by your doctor, or a qualified care worker, familiar with your disability. You will be given a personal identification number (PIN) after registration which must be quoted when using the 195 free service.