Brillband Limited
Company Number: SC660902
Registered Office: 272 Bath Street, Glasgow, Scotland, G2 4JR
Vulnerable Customer & Accessibility Policy
At Brillband, we believe broadband should be accessible to everyone, regardless of individual needs. If you require additional assistance due to factors such as age, communication difficulties, disability, learning difficulties, or physical or mental illness, we’re here to support you. We recognise that personal circumstances can change rapidly; should you need us to adjust our services to meet your accessibility requirements at any time, we’ll strive to accommodate your needs.
This list isn’t exhaustive; other factors not mentioned here may also necessitate additional support from us.
Joining Brillband Online?
During sign-up, you can indicate if you have specific needs or requirements. A member of our Customer Care team will reach out to understand how we can assist you.Â
Already a Brillband Customer?
If you require additional support, please contact us:
customersupport@brillband.com or use our Live Chat or WhatsApp service.Â
Website Accessibility
Our website is designed for easy navigation and is screen-reader friendly. We’re continually working to enhance accessibility. If you have suggestions or need further support, please contact customersupport@brillband.com or use our Live Chat or WhatsApp service.Â
Learning or Communication Difficulties
If you find it challenging to understand detailed documents like your contract or bill, we can simplify the information or provide it in a more accessible format. Reach out to us through customersupport@brillband.com or use our Live Chat or WhatsApp service.Â
Mental Health
Mental health can affect anyone at any time. If it impacts your ability to manage your account, we’re here to help please contact customersupport@brillband.com or use our Live Chat or WhatsApp service.Â
Power of Attorney & Third-Party Account Management
You can authorise a family member, trusted friend, or carer to speak with us or manage your account on your behalf. To set this up, please contact customersupport@brillband.com or use our Live Chat or WhatsApp service.Â
Struggling to Pay Your Bill
If you’re having difficulty paying your bill, we’re here to assist. Contact us at customersupport@brillband.com or use our Live Chat or WhatsApp service.Â
Free Directory Enquiries
If a disability makes it hard to read or look up telephone numbers, you can get assistance by calling BT Directory Assistance on 195.
After You Speak to Our Team
We can provide follow-up information in writing after a conversation with our Customer Care team, detailing the services you’re receiving or any agreed changes.
Your Rights
Every customer has the right to fair treatment. We adhere to Ofcom guidelines on supporting vulnerable customers, ensuring:
Getting in Touch
If you have questions or need to discuss anything further, please contact us:
We’re here to help.