Your guide to getting great service
Service matters
Everyday activities like travelling, shopping and managing your
money are an essential part of independent living but can
sometimes be challenging if you're blind or partially sighted.
Receiving the right level of customer service can make a big
difference when carrying out these activities, whether you're doing
them alone or with the support of friends, family or volunteers.
There are many providers who offer excellent customer service for
blind and partially sighted people, it’s often just a case of knowing
where they are and what to ask for. If you’re concerned that you’re
not receiving the right level of customer service for you, there are
many sources of information and support to help.
This guide includes:
 features on some of the providers who are offering excellent
customer service to blind and partially sighted people
 hints and tips about getting the right level of service for you
 information about how to challenge poor customer service
 sources of information and support.
Remember, service matters
Service matters ............................................................................. 1
Travel ............................................................................................ 2
Service matters for travel ........................................................... 2
Great service for everyone ......................................................... 2
Travel hints and tips................................................................... 3
Shopping ....................................................................................... 7
Service matters for shopping ..................................................... 8
Great service for everyone ......................................................... 8
Shopping hints and tips ............................................................. 9
Money ......................................................................................... 11
Service matters for money ....................................................... 11
Great service for everyone ....................................................... 11
Managing your money hints and tips ....................................... 12
What to do if you are receiving poor customer service ................ 14
What next? .................................................................................. 15
Sources of support and information ......................................... 15
1
Travel
Service matters for travel
Travel is an important part of living independently, allowing you to
get to work, to visit friends and family or to get to the shops but it
can seem daunting if you've lost some or all of your sight.
Receiving the right level of customer service for you can transform
journeys, from being a stressful and sometimes unsafe
experience, into a normal part of your daily routine.
Great service for everyone
There are transport operators who are already offering excellent
customer service to blind and partially sighted people. If you come
across any that aren't, there are often simple adjustments that you
can ask them to make to their services to make them accessible to
you. Sometimes it's just a case of knowing which operator to use
or what adjustment to ask for.
Southern Railway is just one of the transport operators who are
meeting the needs of their blind and partially sighted customers
through Priority Seat Cards and accessible maps.
Southern have introduced several new initiatives across their
network, making travelling on their trains much safer and more
enjoyable for blind and partially sighted customers.
Southern have introduced a free Priority Seat Card which can be
used to show staff and other passengers that the holder is entitled
to a priority seat on Southern trains. The priority seats also have
clearer signage on their newly refurbished trains so that they're
easier to find. Southern have also invested in tactile maps across
many of their stations to provide an accessible view of each
station, including basic layout, location of facilities and seating
information. Southern are planning to install more of these maps at
other stations soon.
You can contact Southern about the Priority Seat Card, accessible
maps and arranging assistance for your journey by calling 0800
138 1016 or emailing myjourney@southernrailway.com
There are some basic services that all travel operators should be
offering you as part of their commitment to good customer service.
These include:
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 Information about your journey, including timetables, ticket
information and details about how to book assistance. This
information should be provided in a range of ways, such as by
telephone, on the internet and in print.
 Accessible ways to purchase tickets, which includes ticket
machines and counters that are easy to use, as well as the
ability to purchase tickets on board if necessary, at no extra
cost.
 Stations and stops that are easy to find your way around, for
example with a good level of lighting, clear pathways,
information points that are clearly signed and use of tactile
markers. Tactile markers might include raised paving along the
edge of a platform so that you know where it ends.
 Vehicles that provide information essential to your journey in a
range of ways. Information should be announced, displayed
clearly or available through a member of on-board staff.
 Real-time information about changes in your journey or
disruptions to your travel that are provided both when you're
planning your journey and during your journey.
 Provide information about your location and surroundings on
arrival at your destination, for example providing the station
name, platform number and the direction of the exit.
 Assistance dogs, including guide dogs should always be
allowed on any public transport, including licensed taxis and
minicabs.
Travel hints and tips
Here are some hints and tips about travelling safely and
independently.
Planning your journey in advance will help to make your
journey easier and operators should be able to give you
essential information about bus stop and train station
locations, facilities and platform numbers. There are many
ways to plan your journey:
 National Rail Enquiries can provide you with information about
your train journey over the phone and on the internet. Call
08457 48 49 50 or visit nationalrail.co.uk
 Transport for London has a journey planner at tfl.gov.uk, which
has been designed so that people using screen reader software
such as JAWS can use it easily. There are also live bus and
train departure boards which can be checked on the internet or
from your mobile phone.
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 Local bus operators are able to give you advice about your
journey. You can find out who your local bus operator is from
your local council. To find out how to contact your local council
call our Helpline on 0303 123 9999 or email
helpline@rnib.org.uk
 The Describe Online website describe-online.com provides
text guides for stations and transport hubs for National Rail,
Transport for London and National Tramways and Metros
services.
 UK Train Times is an application for your smartphone which
can help you to find the names and distances of your nearest
stations. It will also help you to plan journeys and access live
departure information. This can be downloaded via the
application marketplace on your smartphone.
 Directory enquiries are able to connect you to local transport
operators and BT Directory Enquiry is free if you're registered
as blind or partially sighted. Call 195 to ask for your pin number
and this will allow you to call for free.
Booking assistance for your journey can make travelling safer
and means that you can be escorted from a pre-arranged
meeting point to the train or coach and met at your
destination to continue your journey. You can book this free
assistance through your transport operator.
 If you would like to be met at the station and escorted on your
journey, this usually needs to be booked in advance so don't
forget to get in touch with your transport operator at least 24
hours before your journey. But if this isn't possible, get in touch
with your transport operator anyway as they may still be able to
help.
 If you only need to be assisted to the platform you are often
able to ask for this at the ticket office or at the turnstile without
having to book in advance.
 There are sometimes designated meeting areas at stations
where you can arrange to meet your pre-booked assistance so
make sure that you ask if there is such a place when you make
your booking and find out how to get there. If there isn't a
meeting point, then confirm with the operator where you will be
met by a member of staff.
If getting to the bus stop or train station to begin your journey
seems daunting, the RNIB React talking sign system or
mobile GPS devices can help you to find your way.
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 The RNIB React system provides audio information about a
location from signs which can be activated using a small
handheld device. When buttons on the device are pressed they
trigger information from speaker units along your route. You can
often also get more detailed information, for example about
which buses are due to arrive and how long they will be. The
small device may be carried in your hand, pocket or bag.
RNIB React has been installed in over 13 locations across the
UK including Birmingham, Leeds, London and Belfast. To find
out if there's a RNIB React system in your area contact our
Helpline on 0303 123 9999, email helpline@rnib.org.uk or visit
rnib.org.uk/react
Brighton and Hove Council have used RNIB React to
ensure that blind and partially sighted people are able
to take advantage of the bus information boards that
sighted people have become so familiar with. Blind
and partially sighted residents are now able to carry a
handheld device which they can press to hear
information about which buses are approaching the
bus stop and when the buses are due to arrive. There
are currently 20 bus stops in Brighton and two in East
Sussex that have this system, with more planned.
 There are GPS devices and software which are available to
give you information about your current location and how to get
to your destination. These often use a combination of maps and
audible directions. The devices can be stand alone products or
software that runs on your mobile phone. To find out more
about these products visit our shop rnib.org.uk/shop or call our
Helpline on 0303 123 9999.
If you're concerned about making a journey for the first time,
it might be useful for you to take part in a Try a Train Day
event or find out if there is a travel mentoring scheme in your
area.
 Try a Train Day events are run by train operators and usually
involve being escorted on a journey so that you can familiarise
yourself with the stations, trains and location of facilities. First
Capital Connect and South West Trains are just some of the
train operators who have already run these events. You can find
out about Try a Train Day events in your area by contacting
your local train operator. To find your local train operator
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contact National Rail Enquiries on 08457 48 49 50 or
nationalrail.co.uk
Concessionary fares are available for blind and partially
sighted people and these often deliver discounts of up to 50
per cent off the standard ticket price.
 If you're registered as blind or partially sighted and are travelling
with another person on the train, you can both get:
34 per cent off anytime single tickets
34 per cent off anytime return tickets
34 per cent of anytime day single tickets
50 per cent off anytime day return tickets
Proof of visual impairment is required to get these discounts. Proof
could include a document from your local social services giving
your visual impairment status. To find out how to contact your local
social services call our Helpline on 0303 123 9999 or email
helpline@rnib.org.uk
You can find out more about discounts on train travel by visiting
your local station, or by contacting National Rail Enquiries on
08457 48 49 50 or at nationalrail.co.uk
 The Disabled Persons Railcard also offers a range of discounts,
including one-third off on advance, off peak and anytime train
fares. It also offers discounts on other services, such as onethird off some London Underground Travelcards. The card
costs £20 for one year or £54 for three years. You are not
required to travel with a companion but if you do and they're an
adult they can also receive the same discounts.
"I have always loved train travel but the savings on the fares
is such a bonus and the assisted travel - well what a great
system. I am constantly looked after and made to feel safe."
Heather
 The Senior Citizens Railcard, which is available to anyone over
the age of 60, also offers significant discounts on rail travel. You
can save one-third off all standard and first class tickets,
including advance fares. The card costs £28 for one year and
£65 for three years.
 Many local councils issue blind and partially sighted people with
a bus pass which gives you free off-peak travel on local buses.
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Off peak means 9.30am to 11pm Monday to Friday and all day
at weekends and on bank holidays. The regulations for
discounted or free bus travel vary from area to area. To find out
about discounted or free bus travel in your area, contact your
local council. To find out how to contact your local council call
our Helpline on 0303 123 9999 or email helpline@rnib.org.uk.
You can also find out more information by visiting direct.gov.uk
 In London, there is a Taxicard scheme which entitles blind and
partially sighted people to cheaper taxi fares. If you use a
taxicard the taxi fare usually costs £1.50 for the first nine miles
and then the normal cab fare after that. To use these cards you
simply ring your preferred taxi company, quote your card
number and book a journey as normal. These cards can be
obtained from your local social services department. To find out
how to contact your local social services call our Helpline on
0303 123 9999 or email helpline@rnib.org.uk
Getting on and off the bus can be a concern for people who
are blind or partially sighted but there are a few simple steps
that can help.
 If you need to hail a bus it can help if you hold up a card with
the bus number on it or the word bus so that the driver knows to
stop for you. These can be purchased from Action for Blind
People resource centres and often your local society for blind
and partially sighted people.
 When you get on the bus tell the driver where you'd like to get
off and ask them to notify you when the bus reaches that stop.
Make sure that you sit or stand near to the driver so that you
can hear them when they notify you that you've reached the
right stop.
 Some buses have both visual and audio announcements about
the location of the bus, as well as buttons which can be pressed
to alert the bus driver that you would like to get off the bus.
These buttons are usually only located on some of the vertical
grab bars so ensure that you're sat or standing next to a bar
with a button so that you can locate it easily when you need to
get off the bus.
Shopping
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Service matters for shopping
Shopping is another essential part of living independently but it can
often be difficult if you're blind or partially sighted, especially
navigating busy stores and finding the items you need. Shopping
can be transformed into a more enjoyable experience if you
receive the right level of customer service for you.
Great service for everyone
There are lots of retailers providing excellent customer service for
blind and partially sighted people and there are a range of
adjustments that can be made which will make it easier for you to
shop independently.
Debenhams is a fantastic example of a shop that's welcoming
customers with sight loss through their enhanced personal
shopping service.
Debenhams have given all their personal shopping staff training in
how to assist customers with sight loss. The personal shopping
staff have been given training on how to guide customers and how
to describe the colour and shape of clothing in a meaningful way.
After booking an appointment at one of the 134 stores that offer
the service, customers are met at a pre-agreed meeting point and
taken to a private room to discuss what they’re looking for and how
much they want to spend. The personal shopper then finds items
and brings back a selection of clothing to try on. There’s no
obligation to buy and it’s available to men and women.
"I didn't know anything about personal shopping - I thought it was
for celebrities but the service is totally free and there's no
obligation to buy. It's really easy, I just told the personal shopper
what I wanted, how much I wanted to spend and she did the rest."
Vicki
There are some basic services that all retailers should be offering
you as part of their commitment to good customer service. These
include:
 Providing information about your location and surroundings on
arrival and exit.
 Stores that are easy to find your way around, for example with a
good level of lighting, clear pathways and customer service
points that are clearly signed.
 Information about their products, including detailed descriptions,
prices and care instructions. This information should be
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available in a range of ways such as print, braille, on the
internet or verbally from a member of staff.
 Staff assistance to customers throughout their shop.
Shopping hints and tips
Here are some hints and tips to make it easier to shop
independently.
If you're concerned about getting to the shops there are many
safe ways to get there:
 Our travel section has information about planning your journey
on public transport.
 There are door-to-door transport services available and these
are usually known as Dial-a-ride, Ring-and-ride or Dial-ajourney. Your local social services will be able to tell you how to
book these services. Many of these services require you to
book in advance so make sure you contact them as soon as
you've planned your shopping trip. To find out how to contact
your local social services call our Helpline on 0303 123 9999 or
email helpline@rnib.org.uk
 Some stores, especially supermarkets, offer a phone point
where you can make free calls to a local taxi company who will
come directly to the supermarket entrance to pick you up. You'll
be able to find out about this service by asking in store.
When you're at the shops it can be difficult to find out about
products, their price, size, weight or the use by date but there
are ways to make it easier.
 A colour detector can help you to identify the colour of items
and a magnifier can help you to read labels. These products
can be purchased from our shop rnib.org.uk/shop or by calling
our Helpline on 0303 123 9999.
 Some shops are beginning to use braille signage and labelling
for their blind and partially sighted customers. For example,
L'Occitane en Provence, the natural beauty products store, has
added braille labels to its packaging.
 Many stores are happy to provide staff to support you during
your shop, finding items and providing information about them,
as well as packing your bags and escorting you to the exit.
Booking assistance in advance or visiting outside of busy
periods will make it easier for you to get assistance with your
shop.
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Sainsbury's is just one of the supermarkets who offer
an assisted shopping service. Sainsbury's offer the
service in all of their stores, which can either be prebooked or requested on arrival. All their staff have
been trained to assist blind or partially sighted
customers around the store, to help with packing bags
and to provide support when leaving the store. The
assistance is available whether you're doing a small
shop or a large monthly shop. Some of the other
supermarkets who also offer help with your shop
include Morrisons, Tesco and Asda.
If you would prefer not to go to the shops, there are other
ways that you can shop from the comfort of your own home.
 Many large stores offer internet shopping and their websites are
accessible using screen reader software. Some of these include
Tesco, Marks and Spencer and Homebase.
A Suit That Fits offer a combined in-store and internet
shopping service where you can visit one of their "pop
up" stores to be measured for their bespoke clothing.
They then record your measurements so that when
you next go online to order your clothes your size
information is already available.
 Some shops may provide a telephone shopping service which
allows you to purchase goods over the phone. The store should
send you a catalogue to help you make your shopping list.
Catalogues may already be available in large print or on audio
CD and you should let them know what format you need it in.
Once you've made your shopping list the store will often keep a
record of it so that you can re-order the same items next time.
Your shopping will be delivered to your home but do remember
that they will usually add a delivery charge to your bill.
Mail order shopping is similar to telephone shopping however,
you can spread mail order re-payments over time and you can
make sure you're happy with goods before you pay for them.
But make sure that you check the terms and conditions as repayments may incur interest charges.
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SoundTalking, part of National Talking Newspapers
and Magazines, provide free audio recordings of
catalogues from a number of major retailers, such as
Marks and Spencer. You can sign up for free titles by
calling 01435 862 737 or by visiting
soundtalking.co.uk
If you'd like to stay informed about shopping and want to
make sure that you're getting the best deals, then you can
keep up-to-date on the internet and through consumer
magazines.
 National Talking Newspapers and Magazines offer an audio
version of Which? consumer magazine that has information and
reviews about products, services and the latest deals. You can
call National Talking Newspapers and Magazines on 01435
866102 or visit rnib.org.uk
 Consumer Direct is a government funded service that offers
consumer information and advice. You can call 08454 040 506
or visit direct.gov.uk. The service operates from 9am to 5pm,
Monday to Friday, excluding bank holidays. A Welsh-speaking
Consumer Direct service is also available on 08454 040 505.
 Shop Window is a monthly consumer magazine available from
RNIB in a range of formats. Visit rnib.org.uk/shop or call our
Helpline on 0303 123 9999.
Money
Service matters for money
Managing your money is vital to being independent but it can be
challenging if essential activities like withdrawing cash or checking
your bank balance are inaccessible to you. The ability to manage
your money could be transformed by good customer service, for
example receiving your bank statement in your preferred format or
using a talking cash machine.
Great service for everyone
There are a range of banks, building societies and other financial
providers who are giving blind and partially sighted people
excellent customer service. If the level of service you're receiving
is making managing your money difficult, there are lots of
adjustments that can be made to make it easier for you to do so.
11
Northern Bank is just one of the banks who is providing great
customer service to all blind and partially sighted people through
their talking cash machines.
In 2005 Northern Bank became the first bank in the UK to offer
talking cash machines. Blind or partially sighted people can use
the talking cash machines to take out cash, check their balance or
change their PIN number by using headphones to hear on screen
information. You don't have to be an account holder with Northern
Bank, any blind or partially sighted person can use the talking cash
machines.
"Talking ATMs make me totally independent. I don't
have to carry so much cash or go to my bank, which
is seven miles away, so often." James
There are some basic services that all financial providers should
be offering you as part of their commitment to good customer
service. These include:
 Information about banking such as account terms and
conditions, bank statements and product offers. This
information should be provided in all formats, including braille,
audio, large print and on the internet. It should also be provided
in a timely manner.
 Branches that are easy to find your way around, for example
with a good level of lighting, clear pathways and counters that
are clearly signed.
 Provide information about your location and surroundings on
arrival and exit.
 Staff assistance for customers, especially when filling out forms
or handling money.
Managing your money hints and tips
Here are some hints and tips to help you manage your money
safely and independently.
Finding your nearest branch or cash machine can be difficult
but there are ways to make this easier.
 You can often find out where your nearest branch is by using
the branch locater on your bank's website. However, you can
also ask your bank to give you information about the location of
their branches and cash machines, including those that are
talking cash machines. Make sure that you tell them what your
preferred format is when you contact them.
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If getting to your bank isn't possible or you would prefer to
bank from the privacy and comfort of your own home,
telephone or internet banking could be the answer.
 If you're banking via telephone or on the internet you will need a
user name and password to keep your account secure, so
make sure that you ask your bank to send these to you in your
preferred format. However, it may be easier for you to create
your own login information so check with your bank what details
they need from you to create a user name and password.
 You may be able to use screen reader software to conduct your
banking over the internet but if you experience problems,
contact your bank because many of them will welcome
feedback and it will help them to meet your needs in the future.
 Increasingly banks are offering banking via mobile phone. If this
is something that you're interested in talk to your bank about the
safety of banking in this way. If you use speech output on your
phone you may want to be alone or use headphones when
receiving updates about your account for privacy and safety.
If you're concerned about paying for goods, keeping track of
your cash or managing your budget there are products that
can help. You can find out more about these from our shop
rnib.org.uk/shop or from our Helpline 0303 123 9999.
 There are both talking calculators and big number calculators
that can help you to calculate your outgoings and manage your
budget.
 Note checkers and note detectors can all help you to identify
and store your bank notes.
 Coin holders can help you to identify and store your coins.
 If you find it difficult to use a Chip and Pin card your bank can
give you a Chip and Signature or Pin Suppressed card. This will
allow you to sign for your purchases. Shops should accept
these cards as this is a reasonable adjustment to their service.
 There are new ways to pay becoming available all the time, for
example payment via mobile phone, prepaid cards and
contactless cards that allow you to swipe a card reader to pay
for your purchases. To find out more about these and how they
might be useful to you, contact your bank.
 There are signature guides on sale from our shop that can help
when using a Chip and Signature card or signing other
documents like contracts. Visit rnib.org.uk/shop or call our
Helpline on 0303 123 9999.
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Financial advice can help you to manage your money
independently and there are many organisations that are
ready to help.
 RNIB offers guidance and advice on some financial matters,
such as benefit entitlements. Call our Helpline on 0303 123
9999 or email helpline@rnib.org.uk to find out more.
 For general advice on money you can contact your local
Citizens' Advice Bureau. Call 020 7833 2181 or visit
citizensadvice.org.uk to find the closest one to you.
 To find an independent money advice centre near you contact
the Money Advice Association on 01476 594 970.
 If you think that you have a debt problem, the Consumer Credit
Counselling Service can give you a debt management plan. Call
for free on 0800 138 1111 or visit cccs.co.uk
If you want to keep up-to-date with financial news and offers
then you can find information on the internet and through
consumer magazines.
 National Talking Newspapers and Magazines offer an audio
version of Which? consumer magazine that has information and
reviews about products, services and the latest deals. You can
call National Talking Newspapers and Magazines on 01435 866
102.
 Consumer Direct is a government funded service that offers
consumer information and advice. You can call 08454 040 506
or visit direct.gov.uk. The service operates from 9am to 5pm,
Monday to Friday, excluding bank holidays. A Welsh-speaking
Consumer Direct service is also available on 08454 040 505.
 Money Matters is a bi-monthly consumer magazine and is
available in a range of formats from our shop rnib.org.uk/shop
or from our Helpline on 0303 123 9999.
What to do if you are receiving poor customer
service
The Equality Act 2010 is a law that aims to ensure that everyone
has an equal opportunity to use services. This means that service
providers have to make reasonable adjustments to their services
to ensure that everyone is able to access them.
A service provider is not allowed to pass on the cost of making a
reasonable adjustment to the customer. This means that you
should never be asked to pay extra for the adjustments you
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require. Some examples of reasonable adjustments include,
providing your bank statements in the format of your choice, such
as braille or adding high visibility strips to the edge of steps so that
you can use them safely. Reasonable adjustments should already
have been considered by the service provider and can often be
made easily and quickly, sometimes it’s just a matter of asking for
them.
If you have experienced poor customer service and reasonable
adjustments have not been made when you’ve asked for them,
there are several steps which can be taken. The first step is to
follow the provider’s complaint process, which usually involves
writing a letter. This is often a very effective way of challenging
poor customer service. If you’re not satisfied with the response you
receive then you’re able to take other actions for example,
independent mediation and then if necessary, as a last resort, you
could take the service provider to court.
There’s more information about how to write a successful
complaint letter and how to get advice on further action in our
Equality Act toolkit. The toolkit can be download from
rnib.org.uk/equalityact or ordered for free in print, audio or braille
from our Helpline on 0303 123 9999 or helpline@rnib.org.uk
What next?
Now you've read all our hints and tips about the best way to travel,
shop and manage your money independently, what next?
 Try planning a journey, arranging a shopping trip or contacting
your bank using some of the hints and tips we've suggested.
 Order an Equality Act toolkit so that you're equipped to
challenge any poor customer service that you experience using
the guidance and sample letters included.
 Get in touch and tell us about great customer service you've
received, any challenges you've successfully made to poor
customer service or if you've done something differently after
reading our hints and tips. Let us know by emailing
marketing@rnib.org.uk or calling 020 7874 1366. If you'd
prefer, send us a letter addressed to Freepost RNIB
Marketing. The postage has been paid, so you don't need to
attach a stamp.
Sources of support and information
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RNIB Helpline
Our team of advice workers are your direct line to the support,
advice and products you need.
RNIB also has dedicated Advice and Legal Rights teams who can
give you guidance on many aspects of customer service, including
information about shopping, travelling, banking, benefit
entitlements and how to challenge discrimination.
Call 0303 123 9999 or email helpline@rnib.org.uk
Call Monday to Friday 8.45am to 5.30pm. Outside these times
leave us a message and we'll get back to you. Calls cost no more
than a standard rate call to an 01 or 02 number, and count towards
any inclusive minutes in the same way as 01 and 02 calls.
RNIB Campaigns
If you’d like to be kept up-to-date on the latest campaign activities
and you'd like to get unique opportunities to take action on the
issues you care about most, join our Campaigns Network by
emailing campaign@rnib.org.uk or by calling our Helpline on
0303 123 9999. Joining the network only takes a minute - the
difference you could make will last years.
RNIB publications
 Equality Act toolkit
 Managing your money
 On the move - a guide for safe and independent travel
 Shopping made easier
 Shop Window magazine
 Money Matters magazine
All of these publications can be ordered through our Helpline on
0303 123 999 or helpline@rnib.org.uk
Other organisations that could help
Citizens Advice Bureau
The Citizens Advice service helps people resolve their legal,
money and other problems by providing free, independent and
confidential advice, and by influencing policymakers.
 In England call 0844 411 1444
 In Wales call 0844 477 2020
 www.citizensadvice.org.uk
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Law Centre
Law Centres are not-for-profit legal practices providing free legal
advice and representation to disadvantaged people.
 020 7842 0720
 www.lawcentres.org.uk
Community Legal Advice
Community Legal Advice is a free and confidential advice service
in England and Wales paid for by legal aid.
 0845 345 4345
 www.communitylegaladvice.org.uk
The Equality and Human Rights Commission
The Equality and Human Rights Commission has a statutory remit
to promote and monitor human rights; and to protect, enforce and
promote equality.
 In England call 0845 604 6610
 In Scotland call 0845 604 5510
 In Wales call 0845 604 8810
 www.equalityhumanright.com
Visionary - linking local sight loss charities
Visionary is a membership organisation for local sight loss
charities - sometimes known as local societies or associations for
blind and partially sighted people.
 www.visionary.org.uk
 01777 705 299
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