Accessibility and Support
Support, accessibility and reasonable adjustments
At Raisin UK, we appreciate the importance of assisting customers who may require our support or reasonable adjustments.
If you are going through a difficult time or are facing specific challenges related to finances, physical or mental wellbeing, or a life event, we are available to provide you with additional or alternative support suited to your individual needs. We are dedicated to offering assistance wherever we can to support you.
What do we mean by ‘Vulnerability’?
‘Vulnerability’ can manifest in various ways and we understand that people can move in and out of ‘vulnerable’ situations or they can be affected on a long-term/permanent basis. It can be due to a disability, illness, limited technical or financial knowledge, mental health conditions, age-related factors, or sudden life events like bereavement or job loss.
Identifying these factors enables Raisin UK to tailor our services and support to cater to individual needs, enabling all of our customers to get the most out of our service.
What can Raisin UK do to support you?
Managing your Raisin UK Account, speaking to Customer Service or getting to grips with our app may be more challenging for someone with additional needs.
Given that each customer is unique, any additional support or adjustments would be discussed with and tailored for the individual, but here are some examples of how this could work in practice:
- A customer dealing with mental health, physical health or financial issues may be signposted to an organisation that can help with their situation
- A customer who is hard of hearing may benefit from notes on their file that let our Customer Service team know to speak louder or more slowly during phone conversations
- A customer who is visually impaired could benefit from documents being issued in braille format or guidance on how to increase the text size on our website, depending on the level of impairment
How to tell us you need extra support
To inform us of a situation, life event or health issue that affects your ability to manage your Raisin UK Account, please contact accessibility@raisin.co.uk and a member of our Customer Service team will be in touch to discuss your situation and advise you further about how we can support you.
Alternatively you call our Customer Service team on 0161 388 2399. Calls will be charged at local rates from most UK phones.
Monday to Friday (excl. Bank Holidays)
8:30 am to 4:30 pm
So that we can better understand your individual needs, we may then ask you some questions about your situation and how this affects your ability to:
- Manage your account/finances
- Use the app
- Understand the products/services we offer
- Discuss any reasonable adjustments that may support you as a Raisin UK customer
You are welcome to tell us exactly what it is that you would benefit from or we can give you some suggestions. It's completely up to you.
Your personal data
With your explicit permission, we can then record this information on your account, so you only need to tell us about your situation and your needs once. We can share any wording used with you so you are kept fully informed of any data we log on your profile, and if at any time you would like us to remove this data - all you need to do is ask.
Examples of adjustments currently available on request can be seen below.
Raisin UK’s services - how we can help you
Requesting braille documents
We can provide documents in braille if you require. To request this, please email accessibility@raisin.co.uk, send us a secure message via your Raisin UK Account, or call us on 0161 388 2399. Let us know which documents you would like us to send you, and we will arrange for these to be sent out to you.
Requesting printed documents
If you don’t have a printer you can use at home, we can provide you with printed documents instead. To request this, please email accessibility@raisin.co.uk, send us a secure message via your Raisin UK Account, or call us on 0161 388 2399. Let us know which documents you would like us to send you, and we will post them out to you within 7 working days of your request.
Scanning documents for you
If you don’t have access to a scanner, or you’re unsure how to provide screenshots or copies of the documents we have requested (for example, if we have asked you to provide evidence to support a change of name, address or nominated account) we can help. You can post the relevant documents to our office address, listed below, and we will scan them for you instead. Please note, if you are sending valuable documents such as your passport, please ensure you send them by secure delivery.
Raisin UK
Cobden House
12-16 Mosley Street
Manchester
M2 3AQ
Avoiding financial scams
Financial scams are on the rise in the UK, with fraudsters using increasingly sophisticated methods to scam their victims. In the online safety section of our website, we detail how to spot savings accounts scams, how to check whether a website is legitimate, and what to do if you’ve been scammed.
Bereavement Policy
In the event of the death of a Raisin UK Account holder, we can only speak to an administrator or probate of the deceased’s estate. We cannot share any information about the deceased’s accounts until their status as an administrator or probate has been verified.
Additional support or accessibility requirements
If you have additional accessibility requirements that are not listed on this page, please contact accessibility@raisin.co.uk and someone will be in touch to advise you further about how we can support you.
FCA Consumer Duty
As of 31 July 2023, the Financial Conduct Authority’s (FCA) Consumer Duty came into force, aiming to ensure that customers of financial services companies receive ‘good outcomes’ and that financial services firms provide evidence that these outcomes are being met. Under these guidelines, we have a responsibility to:
- Provide clear information about products, terms and conditions, so it is easy for customers to make informed decisions
- Respect customers’ varied needs, including any in vulnerable circumstances, and do so every time they interact with them (for example, through proportionate and appropriate forbearance and enforcement policies)
- Offer genuinely helpful customer support which is easy to access
There are a number of ways in which Raisin UK upholds the new consumer duty outcomes. This includes:
- Providing clear information about products on the Raisin UK marketplace, including terms and conditions and projected interest earned
- Providing clear information via Raisin.co.uk with guides, FAQs and a chatbot, so you can find the information you need
- Keeping your money safe and secure through FSCS protected savings accounts and your personal Transaction Account
- Offering multiple ways for you to contact Customer Services, including via email, telephone, letter, and secure message via your Raisin UK Account
- Offering additional support and accessibility adjustments for all customers, as listed on this page
Support with finances
Citizens Advice
Citizens Advice provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities, including money matters such as budgeting, credit cards and cost of living.
Money Advice Trust
A national charity helping you tackle debt and manage your money with confidence.
Adjusting Raisin UK's website to support you
Here, we explain some helpful hints and tips to make it easier for you to read web pages and save important information when you’re online.
Increasing text size on this website
There are two ways that you can increase (or decrease) the size of the text on this website to make it easier for you to read.
The easiest way to do this is by pressing the ‘CTRL’ key whilst simultaneously pressing ‘+’ or ‘-‘ on your keyboard. If you are using an Apple computer or laptop, simultaneously pressing COMMAND (⌘) and ‘+’ or ‘-‘ on the keyboard will give you the same result.
On a Windows computer, if you are using a mouse that has a wheel, you can also hold the ‘CTRL’ key and move the wheel forwards or backwards to zoom in or out. If you are unable to do any of these actions, you can also manually adjust the size of your text by going into your settings when you have a browser (or webpage) open.
Printing information on this website
If you would like to print off a page from the website so you can refer back to it later, you can do this easily. The way to do this will vary depending on what kind of computer or laptop you are using.
With a mouse: Right-click with your mouse on the page you would like to print out, then select ‘Print’ from the drop-down menu that appears.
Screenshotting a page or information
Screenshotting will allow you to save a webpage or a piece of information to your computer files, so you can come back to it later. This might be useful if you don’t have a printer, but you want to save important information or correspondence so you can refer back to it later. Our Customer Services team may also ask you to provide a screenshot so they can assist you with certain queries you may have. Please note, it is not advisable to screenshot sensitive personal information, such as your bank account details.
Windows computer keyboard: Go on to the page you want to screenshot and press the Print Screen button on your keyboard (it may say ‘PrtSc’ or similar). When you press this, the screenshot of the page will automatically save to the clipboard. Next, open an image editing program like Paint, click on ‘Paste’ at the top left of the screen, and paste the picture from the clipboard. You can now save it as a file by clicking ‘File’ and ‘Save’ at the top of the screen.
Windows computer/laptop: Select the Start button, type ‘snipping tool’ in the search box on the taskbar, and then select Snipping Tool from the list of results. When the Snipping Tool appears, select ‘New’ and use your mouse to drag the box around the information or area you want to capture. Then use the Save and Copy buttons at the top of the snip to save it to your documents.
Apple computer/laptop: To take a screenshot, press and hold these three keys together: SHIFT, COMMAND (⌘) and 3. A thumbnail, or small preview of what you have just screenshot, should appear in the bottom corner of your screen. You can then click it to edit the screenshot, or if you do nothing, the screenshot will simply be saved to your desktop.
Bookmarking webpages
If you visit the same websites or a particular webpage regularly, for example, online banking, or your Raisin UK Account, you can ‘Bookmark’ the page to make it quicker to open it up when you’re using your computer. The way to do this will vary depending on what kind of browser you are using when you go on the internet.
Once you have bookmarked a page, typing in the first few letters of the website page name into your internet browser will bring the page up so you can access it quickly without having to type in the full URL. You can also then view all the pages you have bookmarked in your ‘Bookmark’ folder.
Google Chrome browser: Open Google Chrome > Go to the webpage you want to bookmark > Click the star icon on the right side of the address bar > Name the bookmark > Select the folder you want the webpage to be saved to > Click “Done” to bookmark the webpage.
Safari browser: Open Safari > Go to the webpage you want to bookmark >Select the “Share” button in the grey toolbar > Select “Add Bookmark” > Choose where to add the bookmark and rename it if you’d like > Click “Add”.
Internet Explorer browser: Go to the webpage you want to bookmark > Right-click on webpage > Select “Add to favorite” from the drop-down menu that will appear > In the “Add a favorite” window, name your bookmark > Save where you want the bookmark to live in the “Create In” field > Click “Add” to bookmark the webpage.
Microsoft Edge browser: Open Microsoft Edge browser > Go to the webpage you want to bookmark > At the end of the address bar at the top of the browser window, click the star icon Name the bookmark > Select the folder you want it saved in > Click “Add” to bookmark the webpage.
Firefox browser: Open Firefox > Go to the webpage you want to bookmark > Select the star on the address bar > From the menu that drops down, give your bookmark a name, then select “Done”.