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Accessibility
Our Vulnerable Customer Policy Statement
At AO, we’re committed to treating every customer fairly, with respect and understanding. We know that sometimes people need a little extra support, and we're here to help. We want to make sure that anyone and everyone can use our services with confidence.
We know that life can throw us all sorts of challenges, and vulnerability can affect anyone at any time. Our teams are trained to keep an eye out for any signs of someone being in a vulnerable situation - whether that's a longer-term circumstance such as a physical or learning disability, or a communication need. It can also be temporary situations that make things harder than usual, like an illness, bereavement, financial difficulties or a relationship breakdown.
When we spot it, or when you tell us, we will add a flag to your account and take extra care to help in the right way. We’ll do our best to understand your individual needs and make things as simple as possible. However, we may not always be aware of the challenges you're facing, so please let us know if there's anything we can do to support you, or if your circumstances change.
We're always looking for ways to improve. We regularly review our policies, monitor customer feedback, and assess the quality of the support we provide to make sure we're meeting the needs of all our customers. We welcome any suggestions that help us deliver an even better experience.
We’re dedicated to keeping your time with us simple, safe, and stress‑free.
Call us
01204 672 626 or dial 2626 from an AO Mobile
Email us
Text Relay
Dial 18001 followed by 01204 672 626.
See below for more details
Write to us
AO Mobile
5a Parklands
Lostock
Bolton
BL6 4SD
Frequently asked questions
- How do I let you know I’m a vulnerable customer?
You can get in touch with us on 01204 672626 or email us at [email protected]. You can also contact us using Text Relay Services.
- Can I speak to you by email instead of on the phone?
Yes you can. Get in touch at [email protected]
- Can I ask for my documents to be sent through the post instead of by email?
Yes, you can. Call us on 01204 672626, or email us at [email protected], and we’ll sort this for you.
- Can I ask for my documents to be sent in accessible formats?
Yes, you can. We can provide bills and other contract summary and information documents in Braille, in large print or on coloured paper.
Just call us on 01204 672626, or email us at [email protected], and we’ll sort this for you.
- Can I nominate a friend or family member to manage my account?
Yes, you can. Just give us a call on 01204 672626 or email [email protected], and we'll be happy to help get everything set up.
If you've asked someone to manage your account on your behalf, they'll be able to help you with your account details. However, they'll not be responsible for any payments due on the account. As the account holder, you'll still be responsible for any charges and payments.
Power of Attorney
If you've appointed someone to make decisions on your behalf, or you're acting for someone else under a Power of Attorney, we're here to help.
Just get in touch with our team and we'll guide you through the process. We'll need a copy of the relevant legal document so we can update the account and make sure the right people have the right level of access.
Once everything's set up, we'll do our best to make managing the account as straightforward as possible.
- How do I use Text Relay services?
If you’re deaf, hard of hearing or have a speech impairment, Relay UK helps you make and receive calls your way, using an app or a textphone. You can download the Relay UK app for free from their website, and you’re good to go.
Relay UK gives you a few options depending on how you like to communicate:
- Type & Read
- Speak & Read
- Type & Hear
- Speak & Hear
To call us using Relay UK, just dial 18001 followed by our full number, 01204 672 626.
- How much does it cost to make calls with Relay UK?
The service itself is free to use. When you make a call using Text Relay, you’ll just pay your normal rate – so if you have inclusive minutes with AO Mobile, the call will come out of your allowance. If you’re calling a premium rate number, this will be charged at the standard rate.
Emergency calls are always free.
For more information, visit Relay UK.
Using Directory Enquiries free of charge
If you're unable to read or hold a phone directory due to sight loss or another disability, you can access our Directory Enquiries service by calling 195 from your mobile.
Before using the service, you'll need to register by calling 0800 587 0195.
Calls to both numbers are free.
- British Sign Language Emergency Video Relay Service (999 BSL)
999 BSL allows deaf British Sign Language (BSL) users to contact emergency services through a qualified BSL interpreter.
You can access the service through:- The 999 BSL app (available on iOS and Android)
- The 999 BSL website
The service is provided by Sign Language Interactions (SLI). For more information, contact SLI directly or visit 999bsl.co.uk.
- Using Emergency SMS
If you're deaf, hard of hearing, or have a speech impairment and need to contact the emergency services, you can register for Emergency SMS.
Simply text "register" to 999 or 112. More information is available through Relay UK.
- Bereavement support
Losing someone is never easy, and we're here to help make things a little easier during a difficult time.
If you need to notify us of a bereavement, please get in touch using any of the contact methods above. Our team will guide you through the process and do everything we can to support you.
- Help with financial difficulties
We understand that your circumstances may change from time to time, and that this may lead to financial difficulties. We’re here to support you and can offer help if this happens.
For support, get in touch by calling 2626 from your AO Mobile, or on 01204 672 626.
You might also want to seek free, independent advice from trusted national and local organisations, including:
A range of free debt advice services is available online, by phone, or in person. To find the option best suited to your needs, please visit: https://www.moneyhelper.org.uk/en/money-troubles/dealing-with-debt/use-our-debt-advice-locator
