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Home » Discrimination type » Accessible information and communication

Accessible information and communication

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About this guide

The Equality Act 2010 requires that providers of services, big or small, take steps to ensure you get information in a format that is good for you. This means you should expect accessible information from banks, energy companies, shops and restaurants as well as public bodies, such as local authorities, the NHS, government departments and the courts.

Providing accessible information can involve:

Providing contracts in easy-read
Bank statements or energy bills in large print
Restaurant menus in braille
Sending you receipts via email.

Go to the online version of our Accessible Information and Communication discrimination guide (with BSL)

What the law states (PDF document to download)

Download our Accessible Information Discrimination Guide

What the law states (Easy Read Word document to download)

Download our Accessible Information Discrimination Guide in Easy Read

Take action

What kind of problem did you experience?

Accessible information was not provided by a service, such as banking, buying tickets or setting up a contract with a utility company

Accessible information was not provided by a public body, such as your local council or the DWP

Communication support, such as BSL, was not provided by a service

Communication support, such as BSL, was not provided by a public body

Communication support or alternative formats were not provided by the NHS or social care

Communication support or alternative formats were not provided by your Local Authority or social services

1

Write a letter of complaint

Take this action as a first step, to raise issues relating to a specific incident or problems experienced over a long period of time

2

Write a letter before action

Take this action if a complaint hasn't worked and you want to start a court case.

1

Write a letter of complaint

Take this action as a first step, to raise issues relating to a specific incident or problems experienced over a long period of time

2

Write a letter before action

Take this action if a complaint hasn't worked and you want to start a court case.

1

Write a complaint letter

Take this action as a first step, to raise issues relating to a specific incident or problems experienced over a long period of time

2

Write a letter before action

Take this action if a complaint hasn't worked and you want to start a court case.

1

Write a complaint letter

Take this action as a first step, to raise issues relating to a specific incident or problems experienced over a long period of time

2

Write a letter before action

Take this action if a complaint hasn't worked and you want to start a court case.

1

Write a complaint letter

Take this action as a first step, to raise issues relating to a specific incident or problems experienced over a long period of time

1

Write a complaint letter

Take this action as a first step, to raise issues relating to a specific incident or problems experienced over a long period of time

To create your complaint letter, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word or easy-read.

Download this template letter as a Word document: Complaint Letter – Accessible Info – Information was not provided in easy read or other alternative format – service providers

Download this template letter in Easy Read: Complaint Letter – Accessible Info – Information was not provided in easy read or other alternative format – service providers

Accessible Information / Alternative Format not provided by a Service / Complaint Letter

Information was not provided in easy-read or another alternative format

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Choose today's date
DD slash MM slash YYYY
Describe your impairment and the impact it has on you
[Describe your impairment and the impact it has on you. For example: "I am a person with learning difficulties. As a person with learning difficulties I need support to understand information. Additional efforts should be made to explain things to me in simple words and printed information should be in easy read format."]
Give details of what happened
[Give details of what happened, and how you tried to use the service, with the date, time, and place. For example: I wanted to start using your services. On the 5th March 2018, I (or my support worker) spoke to your customer service team on the phone and explained that I have learning difficulties and need a copy of my contract with you in easy read format.]
Describe what went wrong
[Describe what exactly went wrong. For example: I was told this was not available. As said above, I need written information to be in simple words with pictures, otherwise I cannot understand it fully. You did not provide this to me and as a result I could not understand the contract I signed with you.]
Describe the impact this had on you
Including being unable to access a service, not understanding what was going on, feeling humiliated, any physical or financial impact. Were your choices restricted?
[Describe the impact this had on you. For example: As said above, I need written information to be in simple words with pictures, otherwise I cannot understand it fully. You did not provide this to me and as a result I could not understand the contract I signed with you. I feel angry and as if I'm a second class citizen. I am still not sure if I have got the deal I wanted.]
Describe the alternative format or communication support you need
[Describe the alternative format or communication support you need. For example: Written information in an 'easy read' format when straightforward words and phrases are used supported by pictures, diagrams, symbols and / or photographs to aid understanding and to illustrate the text. You can find more information about easy read format here http://www.easy-read-online.co.uk/media/10612/comm%20basic%20guidelines%20for%20people%20who%20commission%20easy%20read%20info.pdf.]
If you are requesting evidence from phone calls, which number were you calling from?
If you are requesting evidence from phone calls, which number were you calling?
What would you like to achieve by this complaint?
These are our recommendations, but you can edit these depending on what you would like to achieve.
A written apology; A change in the way you run your service ensuring Disabled people who need information in alternative formats are provided with it without delay. A commitment from you to train your staff in Disability Equality and their duties under the Equality Act. A compensation for the discrimination and injury to feelings that I experienced.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your letter before action, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word or easy-read.

Download this template letter as a Word document: Letter before Action – Accessible Info – Cannot get information in easy read or other alternative format – service providers

Accessible Information / Alternative Format not provided by a Service / Letter before action

Information was not provided in easy-read or another alternative format

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Choose today's date
DD slash MM slash YYYY
Describe your impairment and the impact it has on you
[Describe your impairment and the impact it has on you. For example: "I am a person with learning difficulties. As a person with learning difficulties I need support to understand information. Additional efforts should be made to explain things to me in simple words and printed information should be in easy read format."]
Give details of what happened
[Give details of what happened, and how you tried to use the service, with the date, time, and place. For example: I wanted to start using your services. On the 5th March 2018, I (or my support worker) spoke to your customer service team on the phone and explained that I have learning difficulties and need a copy of my contract with you in easy read format.]
Describe what went wrong
[Describe what went wrong. For example: I was told this was not available. As said above, I need written information to be in simple words with pictures, otherwise I cannot understand it fully. You did not provide this to me and as a result I could not understand the contract I signed with you.]
Describe the impact this had on you
Including being unable to access a service, not understanding what was going on, feeling humiliated, any physical or financial impact. Were your choices restricted?
[Describe the impact this had on you. For example: As said above, I need written information to be in simple words with pictures, otherwise I cannot understand it fully. You did not provide this to me and as a result I could not understand the contract I signed with you. I feel angry and as if I'm a second class citizen. I am still not sure if I have got the deal I wanted.]
Describe whether this situation happens regularly
[Describe whether this situation happens regularly]
Describe the alternative format or communication support you need
[Describe the alternative format or communication support you need. For example: Written information in an 'easy read' format when straightforward words and phrases are used supported by pictures, diagrams, symbols and / or photographs to aid understanding and to illustrate the text. You can find more information about easy read format here http://www.easy-read-online.co.uk/media/10612/comm%20basic%20guidelines%20for%20people%20who%20commission%20easy%20read%20info.pdf.]
Which paragraph best describes your situation?
Delete as appropriate
"I made it clear to you that in order to have the same choices as everybody else, I need information in easy read. This has not been provided and as a result my choices are restricted." or "I could not access your service. Therefore you have discriminated against me by failing to make a reasonable adjustment to enable me to access your services."
If you are requesting evidence from phone calls, which number were you calling from?
If you are requesting evidence from phone calls, which number were you calling?
What would you like to achieve by this complaint?
These are our recommendations, but you can edit these depending on what you would like to achieve.
A written apology; A change in the way you run your service ensuring Disabled people who need information in alternative formats are provided with it without delay. A commitment from you to train your staff in Disability Equality and their duties under the Equality Act. A compensation for the discrimination and injury to feelings that I experienced.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your complaint letter, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word or easy-read.

Download this template letter as a Word document: Complaint Letter – Accessible Info – Information was not provided in Easy Read or other accessible format – Public Function

Download this template letter in Easy Read: Complaint Letter – Accessible Info – Information was not provided in Easy Read or other accessible format – Public Function

Accessible Information / Alternative Format not provided by a public body / Complaint Letter

Information was not provided in easy-read or another alternative format

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Choose today's date
DD slash MM slash YYYY
Describe your impairment and the impact it has on you
[Describe your impairment and the impact it has on you. For example: "I am a person with learning difficulties. As a person with learning difficulties I need support to understand information. Additional efforts should be made to explain things to me in simple words and printed information should be in easy read format."]
Describe the alternative format or communication support you need
[Describe the alternative format or communication support you need. For example: British Sign Language (BSL) is the preferred language of over 87,000 Deaf people in the UK for whom English may be a second or third language. You can find out more about BSL here https://bda.org.uk/help-resources/#BSL. BSL interpreting is provided by qualified interpreters, who must be registered. See this website for the list https://www.nrcpd.org.uk/]
Give details of what happened
[Give details of what happened - including when and where and what information you needed in accessible format. For example: "On X date I received a letter from you informing me about the outcome of my assessment for X benefit."]
Describe what went wrong
[Describe what went wrong. For example: "This letter was in standard print in spite of the fact that I told you on many occasions over the phone and in benefits forms that I need information in easy read."]
Describe the impact this had on you
Including inconvenience, feeling humiliated, any financial impact, were you unable to understand information and act upon it? Were you unable to express your views?
[Describe the impact this had on you. For example: As said above, I need written information to be in simple words with pictures, otherwise I cannot understand it fully. You did not provide this to me and as a result I could not understand what the letter said. I feel angry because I feel I am being treated as if I'm a second class citizen."]
Describe whether this situation happens regularly
[Describe whether this situation happens regularly]
If you are requesting evidence from phone calls, which number were you calling from?
If you are requesting evidence from phone calls, which number were you calling?
What you need to do to put things right
These are our recommendations, but you can edit these depending on what you would like to achieve.
An open acknowledgement that you have discriminated against me; A commitment from you to change you policies and the way you work ensuring Deaf people who need to communicate via a BSL interpreter are provided with this support; A commitment from you to train your staff in Disability Equality and their duties under the Equality Act; Compensation for the discrimination and injury to feelings that I experienced.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your letter before action, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word.

Download this template letter as a Word document: Letter before Action – Accessible Info – Letter before Action- cannot get information in easy read or other alternative format – public body

Accessible Information / Alternative Format not provided by a public body / Letter before Action

Information was not provided in easy-read or another alternative format

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Choose today's date
DD slash MM slash YYYY
Describe your impairment and the impact it has on you
Describe your impairment and the impact it has on you. For example: "I am a person with learning difficulties. As a person with learning difficulties I need support to understand information. Additional efforts should be made to explain things to me in simple words and printed information should be in easy read format.]
Describe the alternative format or communication support you need
[Describe the alternative format or communication support you need. For example: Written information in an 'easy read' format when straightforward words and phrases are used supported by pictures, diagrams, symbols and / or photographs to aid understanding and to illustrate the text.]
Give details of what happened
[Give details of what happened - including when and where and what information you needed in accessible format. For example: "On X date I received a letter from you informing me about the outcome of my assessment for X benefit."]
Describe what went wrong
[Describe what went wrong. For example: "This letter was in standard print in spite of the fact that I told you on many occasions over the phone and in benefits forms that I need information in easy read."]
Describe the impact this had on you
Including inconvenience, feeling humiliated, any financial impact, were you unable to understand information and act upon it? Were you unable to express your views?
[Describe the impact this had on you. For example: As said above, I need written information to be in simple words with pictures, otherwise I cannot understand it fully. You did not provide this to me and as a result I could not understand what the letter said. I feel angry because I feel I am being treated as if I'm a second class citizen."]
Describe whether this situation happens regularly
[Describe whether this situation happens regularly]
If you are requesting evidence from phone calls, which number were you calling from?
If you are requesting evidence from phone calls, which number were you calling?
What you need to do to put things right
These are our recommendations, but you can edit these depending on what you would like to achieve.
An open acknowledgement that you have discriminated against me; A commitment from you to change you policies and the way you work ensuring Deaf people who need to communicate via a BSL interpreter are provided with this support; A commitment from you to train your staff in Disability Equality and their duties under the Equality Act; Compensation for the discrimination and injury to feelings that I experienced.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your complaint letter, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word.

Download this template letter as a Word document: Complaint letter – Accessible Info – BSL communication support not provided – Service providers

Accessible Information / BSL or Communication Support not provided by a Service / Complaint Letter

BSL or communication support was not provided by a service

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Choose today's date
DD slash MM slash YYYY
Describe your impairment and the impact it has on you
[Describe your impairment and the impact it has on you. For example: "I am Deaf, I use British Sign Language to communicate."]
Describe the alternative format or communication support you need
[Describe the alternative format or communication support you need. For example: British Sign Language (BSL) is the preferred language of over 87,000 Deaf people in the UK for whom English may be a second or third language. You can find out more about BSL here https://bda.org.uk/help-resources/#BSL. BSL interpreting is provided by qualified interpreters, who must be registered. See this website for the list https://www.nrcpd.org.uk/]
Give details of what happened
[Give details of what happened, and how you tried to use the service, with the date, time, and place. For example: I made an appointment to speak to the bank adviser on X date at X time in X branch]
Describe what went wrong
[Describe what exactly went wrong. For example: "When I arrived I was shocked to find out that the interpreter was not booked for me. Your staff wrote this on a paper. I then was asked if I knew someone who could interpret for me", or, "I wanted to book a session with a fitness instructor and asked if you could book a BSL interpreter for me. The manager said it was not possible."]
Does this situation happen regularly?
[Describe whether this situation happens regularly]
What would you like to achieve by this complaint?
These are our recommendations, but you can edit these depending on what you would like to achieve.
A written apology; A commitment from you to change the way you provide your service ensuring Deaf people who need to communicate via a BSL interpreter are able to do so; A commitment from you to train your staff in Disability Equality and their duties under the Equality Act; A compensation for the discrimination and injury to feelings that I experienced.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your letter before action, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word.

Download this template letter as a Word document: Letter before Action – Accessible Info – BSL interpreter or other type of communication support was not provided – Service Providers

Accessible Information / BSL or Communication Support not provided by a Service / Letter before action

BSL or communication support was not provided by a service

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Choose today's date
DD slash MM slash YYYY
Describe your impairment and the impact it has on you
[Describe your impairment and the impact it has on you. For example: "I am Deaf, I use British Sign Language to communicate."]
Describe the alternative format or communication support you need
[Describe the alternative format or communication support you need. For example: British Sign Language (BSL) is the preferred language of over 87,000 Deaf people in the UK for whom English may be a second or third language. You can find out more about BSL here https://bda.org.uk/help-resources/#BSL. BSL interpreting is provided by qualified interpreters, who must be registered. See this website for the list https://www.nrcpd.org.uk/]
Give details of what happened
[Give details of what happened, and how you tried to use the service, with the date, time, and place. For example: I made an appointment to speak to the bank adviser on X date at X time in X branch]
Describe what went wrong
[Describe what exactly went wrong. For example: "When I arrived I was shocked to find out that the interpreter was not booked for me. Your staff wrote this on a paper. I then was asked if I knew someone who could interpret for me", or, "I wanted to book a session with a fitness instructor and asked if you could book a BSL interpreter for me. The manager said it was not possible."]
Describe the impact this had on you
[Describe the impact this had on you, for example: being unable to access a service, not understanding what is going on, feeling humiliated, any physical or financial impact, were your choices restricted. For example, I felt humiliated and angry. I could not access your service at all. It felt like I was made feeling guilty for being Deaf. I felt like a second class citizen.]
CCTV footage
[If you are requesting CCTV footage: describe how you look (or alternatively attach a photo to your letter)]
Does this situation happen regularly?
[Describe whether this situation happens regularly]
What you need to do to put things right
[An open acknowledgement that you have discriminated against me; A commitment from you to change the way you run your service ensuring Deaf people who need to communicate via a BSL interpreter are able to do so; A commitment from you to train your staff in Disability Equality and their duties under the Equality Act; Compensation for injury to feelings and any financial losses I have suffered as a result of the discrimination outlined above.]
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your complaint letter, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word.

Download this template letter as a Word document: Complaint Letter – Accessible Info – BSL interpreter or other communication support was not provided – public functions

Accessible Information / BSL or Communication Support not provided by a public body / Complaint Letter

BSL or other communication support was not offered by a public body

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
For example the name of your local council, or a government department
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Choose today's date
DD slash MM slash YYYY
Describe your impairment and the impact it has on you
[Describe your impairment and the impact it has on you. For example: "I am Deaf, I use British Sign Language to communicate."]
Describe the alternative format or communication support you need
[Describe the alternative format or communication support you need. For example: British Sign Language (BSL) is the preferred language of over 87,000 Deaf people in the UK for whom English may be a second or third language. You can find out more about BSL here https://bda.org.uk/help-resources/#BSL. BSL interpreting is provided by qualified interpreters, who must be registered. See this website for the list https://www.nrcpd.org.uk/]
Give details of what happened
[Give details of what happened, with the date, time, and place. For example: Your officer (name and position) contacted me on the X date wanting to ask me questions via email. I responded saying that I struggle to understand complex written information and to explain myself in writing as my first language is BSL. I asked if I could have an appointment with BSL interpreter present instead.]
Describe what went wrong
[Describe exactly what went wrong. For example: "Your officer ignored my requests and kept sending me questions via email and insisting I respond to them."]
Describe the impact this had on you
Including not understanding what is going on, not being able to make your case, wasting time, feeling humiliated, any financial impact, were your choices restricted.
[Describe the impact this had on you. For example: "I was upset and stressed out. I was unable to put my case across and was put under immense pressure, which was not fair. This affected my confidence and emotional health.]
Does this situation happen regularly?
[Describe whether this situation happens regularly]
What would you like to achieve by this complaint?
These are our recommendations, but you can edit these depending on what you would like to achieve.
A written apology; A commitment from you to change you policies and the way you work ensuring Deaf people who need to communicate via a BSL interpreter are provided with this support; A commitment from you to train your staff in Disability Equality and their duties under the Equality Act; Compensation for the discrimination and injury to feelings that I experienced.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your letter before action, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word.

Download this template letter as a Word document: Letter before Action – Accessible Info – no BSL interpreter or other communication support – public body

Accessible Information / BSL or Communication Support not provided by a public body / Letter before action

BSL or other communication support was not offered by a public body

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
For example the name of your local council, or a government department
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
Choose today's date
DD slash MM slash YYYY
Describe your impairment and the impact it has on you
[Describe your impairment and the impact it has on you. For example: "I am Deaf, I use British Sign Language to communicate."]
Describe the alternative format or communication support you need
[Describe the alternative format or communication support you need. For example: British Sign Language (BSL) is the preferred language of over 87,000 Deaf people in the UK for whom English may be a second or third language. You can find out more about BSL here https://bda.org.uk/help-resources/#BSL. BSL interpreting is provided by qualified interpreters, who must be registered. See this website for the list https://www.nrcpd.org.uk/]
Give details of what happened
[Give details of what happened, with the date, time, and place. For example: Your officer (name and position) contacted me on X date wanting to ask me questions via email. I responded saying that I struggle to understand complex written information and to explain myself in writing as my first language is BSL. I asked if I could have an appointment with BSL interpreter present instead.]
Describe what went wrong
[Describe exactly what went wrong. For example: "Your officer ignored my requests and kept sending me questions via email and insisting I respond to them."]
Describe the impact this had on you
Including not understanding what is going on, not being able to make your case, wasting time, feeling humiliated, any financial impact, were your choices restricted.
[Describe the impact this had on you. For example: "I was upset and stressed out. I was unable to put my case across and was put under immense pressure, which was not fair. This affected my confidence and emotional health.]
Does this situation happen regularly?
[Describe whether this situation happens regularly]
What would you like to achieve by this complaint?
These are our recommendations, but you can edit these depending on what you would like to achieve.
A written apology; A commitment from you to change you policies and the way you work ensuring Deaf people who need to communicate via a BSL interpreter are provided with this support; A commitment from you to train your staff in Disability Equality and their duties under the Equality Act; Compensation for the discrimination and injury to feelings that I experienced.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your complaint letter, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word or easy-read.

Download this template letter as a Word document: Complaint Letter – Accessible Info – No information in accessible formats or communication support when dealing with NHS or social care providers

Download this template letter in Easy Read: Complaint Letter – Accessible Info – No information in accessible formats or communication support when dealing with NHS or social care providers (Easy Read)

Accessible Information / NHS / Complaint Letter

Information was not provided in easy-read or another alternative format in the NHS

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your email address
Your postal address - Line 1
Your postal address - Line 2
Your phone number
Your postcode
Who are you complaining to?
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
DD slash MM slash YYYY
Describe your impairment and the impact it has on you
[Describe your impairment and the impact it has on you. For example: "I'm a person with learning difficulties, I need support to read and understand complex information. I need all written information to be in easy read format."]
Give more details about the communication support you needed
[Give more details about the communication support you needed. For example: "Written information in an 'easy read' format is when straightforward words and phrases are used supported by pictures, diagrams, symbols and / or photographs to aid understanding and to illustrate the text."]
Give details of what happened
[Give details of what happened with date, time, place. For example: on X date I attended an appointment with Doctor X where he recommended surgery. I was then given different leaflets explaining what this surgery is about, the risks and what I will have to do after the surgery has taken place. I asked if I could have this information in easy read format."]
Describe what exactly went wrong
[Describe exactly what went wrong, for example: "I was told that information in easy-read was not available. I needed this information to understand what would happen to me, what the risks are, what I need to do afterwards."]
Describe the impact this had on you
This might include not understanding what is going on; not being able to make an informed decision; not having all the information you need; wasting time; feeling humiliated or upset; any physical or emotional impact.
[Describe the impact this had on you. For example: "I felt distressed and angry. I was not given support to understand what will be done to my body and what the risks are. It made me anxious. I wasn't given the same opportunity to make informed choices like everybody else."]
Describe whether this situation happens regularly
[Describe whether this situation happens regularly]
What would you like to achieve by this complaint?
We recommend these outcomes, but please edit or delete any that do not apply to you.
A written apology; Information sent to me in the format I need by [X date]; A commitment from you to change your policies and the way you work ensuring Disabled people like me who need communication support or information in alternative formats can get it without delay; A commitment from you to train your staff in Disability Equality and their duties under the Equality Act and The NHS Accessible Information Standard; Compensation for the discrimination and injury to feelings that I experienced.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

To create your letter before action, answer the questions below and our website will generate a letter for you. Alternatively, you can download and edit our template in Word.

Download this template letter as a Word document: Complaint Letter – Accessible Info – Local authority social services do not provide me with information in a format I need

Download this template letter in Easy Read: Complaint Letter – Accessible Info – Local authority social services do not provide me with information in a format I need (Easy Read)

Accessible Information / Social Services / Complaint Letter

Information was not provided in easy-read or another alternative format by social services

Use of your information*
Please tick this box if you are happy for us to use the information you provide below in policy responses and in monitoring reports for our funders. All responses will be fully anonymised before we share them. See our privacy policy here.
- Yes, I consent to my information being used for policy and monitoring reports
- No, I do not consent to my information being used
Your name
Your postal address - Line 1
Your postal address - Line 2
Your postcode
Who are you complaining to?
Their postal address - Line 1
Their postal address - Line 2
Their postcode
Date
DD slash MM slash YYYY
Describe your impairment and the impact it has on you
[Describe your impairment and the impact it has on you. For example: "I'm a person with learning difficulties, I need support to read and understand complex information. I need all written information to be in easy read format." Or "I am blind and need all printed information in braille."]
Give more details about the communication support you needed
[Give more details about the communication support you needed. For example: "Written information in an 'easy read' format is when straightforward words and phrases are used supported by pictures, diagrams, symbols and/or photographs to aid understanding and to illustrate the text."]
Give details of what happened
[Give details of what happened with the date, referencing the document you needed in an accessible format. For example: "On X date my social worker, X, visited me to carry out an assessment of my care and support needs. We discussed then the difficulties I have reading and understanding information in standard print. On X day I received a letter in standard print, which included my assessment and my care and support plan."
Describe what went wrong
[Describe exactly what went wrong, for example: "It was not in a format which is accessible to me. I could not read it. I then was offered a meeting where my social worker offered to go through this document with me. But I think this is not enough. I still could not think about this information, make comments and corrections. After a while I would forget what was said in that meeting and there is not document I can read independently which tells me what support I will be getting."]
Describe the impact this had on you
[Describe the impact this had on you. For example: "I was upset and angry. My independence, choice and control were not supported. I felt like I was a second class citizen."]
Describe whether this situation happens regularly
[Describe whether this situation happens regularly]
Did you need information in easy read to help you make a decision?
Keep this paragraph if you needed easy read to help you make a decision. If not, delete this paragraph.
The Mental Capacity Act says I should be supported to make decisions. This includes you thinking whether information could be in a different way. Chapter 3 of the Mental Capacity Act Code of Practice explains how this should be done.
What would you like to achieve by this complaint?
We recommend these outcomes, but please edit or delete any that do not apply to you.
A written apology; My assessment and care plan sent to me in a format I need by X date; A change in your policies and procedures which ensured Disabled people who need information in alternative formats can get all their social assessments, care plans and review documents in a format that is accessible to them; A commitment from you to train your staff explaining their duties to provide information in accessible formats; Compensation for the discrimination and injury to feelings that I experienced.
Can we contact you about feedback?
Feedback is important to us. Can we contact you by email about your experience of using our Disability Justice Project resources?
- Yes, you can contact me about feedback
Email address
Please enter your email address here.

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