Accessibility and supporting all our customers

At L&C we want to make sure that all of our customers feel fully supporting through their mortgage and protection journey. We understand that sometimes extra assistance is needed during the process.

By telling us how we can help, we can make sure each customer has a positive experience with L&C. You can let us know how we can support you when you complete our online Mortgage Finder or when you’re speaking to your adviser.

We’ve introduced a range of accessibility measures to allow everyone to use L&C’s service and get the most out of our useful tools.

Hearing or speech impairment

At L&C, we are proud to use Relay UK to support people with hearing and speech difficulties to communicate with us over the phone by using the national relay service. To use the service dial 18001 followed by the full phone number of the person you want to call. Calls are charged at standard telephone rates (your telephone service provider can give you information about how you’re billed). If you’re using a smartphone with the Relay UK app, 18001 is automatically included before the number you want to dial.

For more information, please visit

Visual impairment

We’re happy to send any letters in braille or large print for you. Just let your adviser know or make a request when you’re completing our online Mortgage Finder.

Our website

Our website is written in plain English so it’s easy for our customers to understand and we’ve explained or avoided mortgage jargon wherever possible. With short sentences, headlines, and illustrations we make information straightforward and simple. We also make sure there’s a clear difference between the colours used in our website design to make it easier for people with visual impairments to see the website clearly.

You can also use your internet browser to change the text size and font on our website. For more info on how to do this, just click the link below for your internet browser:

Our helpful guides offer easy to understand info on mortgages, life insurance, critical illness cover, and income protection. The guides explain the processes involved, what you can expect, and what you’ll need to do. The About Us page shows the customer journey in a visual way.

Your L&C Customer Portal lets you update any details and information in your own time and at your own pace. This means you can avoid any conversations you may find challenging. From your portal, you’re able to message your case manager directly without picking up the phone, and can upload documents easily and securely.

Extra support

When you tell us more about you and how we can help, it may help us to better support you. We might not always be able to help, but by understanding your circumstances and support needs we’ll have the opportunity to offer you the best support we can. We also welcome feedback to help us develop our service to help others in the future.

If you require any additional support with your mortgage or protection journey or would like to share feedback – please email the Customer Care team at