HF Assist are committed to making our services as widely accessible as possible for our members and our users. We have an ongoing programme dedicated to improving our services and the availability of them. It is important to us our users and 1potential users are able to access our services without being disadvantaged.`

By law, we must make reasonable adjustments to help people with protected characteristics are still able to access our service. As part of our commitment this is included in the efforts we make to ensure we provide a high standard of customer service.

We welcome any feedback about the accessibility of our site and services. If you would like to leave feedback please contact us here.

Accessing our website

We are always improving our website by adding new features and maintaining its security. It is currently available on the following browsers;

Browser Version
Google Chrome 26 and above
Internet Explorer 10 and above
Moxilla Firefox 34 and above
Microsoft Edge 12 and above
Apple Safari 7 and above
Opera Browser 20 and above

Here are some links to upgrade to the latest browsers: For instructions on how to check which browser version you are using please click here.

Google Chrome
Mozilla Firefox
Internet Explorer
Microsoft Edge
Opera Browser


To use our website you will need to have Javascript enabled. To enable Javascript follow the relevant steps they may vary depending on your browser;

  • Internet Explorer:
  • Select 'Tools' from the top menu
  • From the drop down menu, choose 'Internet Options'
  • On the pop-up window that appears, click on the 'Security' tab
  • Click on 'Custom Level'
  • Scroll down until you see section labelled 'Scripting'
  • Under 'Active Scripting', select 'Enable' and click OK
  • Firefox:
  • Select 'Tools' from the top menu
  • From the drop down menu, choose 'Options'
  • From the pop-up window that appears, choose 'Content' from the top navigation
  • Select the checkbox labelled 'Enable JavaScript' and click OK
  • Safari:
  • Select 'Safari' from the top menu
  • From the drop down menu, choose 'Preferences'
  • From the pop-up window that appears, choose 'Security'
  • Select the checkbox labelled 'Enable JavaScript

Text Size

If you require adjustments to the standard font size which we use, you can when using the website increase the size so it is easier to read. To do this you can either;

Manually change the website view by entering ‘Ctrl’ and ‘+’ on the keyboard to increase the size and ‘Ctrl’ and ‘-‘ to reduce it.

Or alternatively most browsers now offer text sizing options.;

  • Internet Explorer
  • Click 'View' to open the View menu or press 'Alt' and 'V'
  • Select the 'Text Size' option or select by pressing 'X'
  • Choose your preferred text size using your mouse or use the 'up' and 'down' arrow keys
  • Click to select the text size or press 'Enter'
  • Firefox
  • Click 'View' to open the View menu
  • Select the 'Text Size' option
  • Select 'Increase' or 'Decrease'
  • The text on our site should change to reflect your choice
  • Safari
  • Click 'View' to open the view menu
  • Click on 'Make Text Bigger' or 'Make Text Smaller'
  • To use the keyboard shorts select 'Apple' and '+'(plus) or 'Apple' and '-'(minus)
  • The text size on our site should change to reflect your choice


All of our documents are available in a PDF format. In order to view our documents you will need Adobe Acrobat Reader.  Most computer devices will have this software already installed. If you don’ have the software and would like to download the latest version for free, you can do so from the Adobe website.

Accessing our Service

We have set out below what reasonable adjustments are available under our services. If you require any additional adjustments please contact us and let us know. We will do our best to accommodate your request, but we cannot guarantee that all adjustments can be made.


You can raise your question to us either over the phone or in writing. To submit a complaint through our website, we have a number of different languages available.
To raise your question with us over the phone we have trained call handlers and more experienced call handlers who can assist you.


Our documents are available in a number of different languages and we can offer them in;

  • Braille
  • Large Print
  • Digital or Paper copies
  • A selection of languages

What we can do

Our service is designed to provide you with advise, by contacting us we can try to assist you by providing you with industry best practice and regulatory information. We aim to respond as quickly as possible.

What we can’t do

We cannot advise you on what is the best course of action to take. we can only provide factual information relating to your query and any regulatory or legal requirements.  

Physical Access

Our office is accessible for wheelchair users.

Additional Support

If you require support in a way which hasn’t been listed in this document, please contact us so. We will consider all requests and we will make reasonable adjustments. Please note that we cannot guarantee all requested adjustments will be made.

For any further information, or if you would like to access one of our services please contact us using the information below;

Phone: 0345 646 0840