Here to help

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’re proud to use Typetalk. This is a national telephone relay service for people who find communicating difficult. The service is managed by The Royal National Institute for Deaf People and funded by British Telecom. It’s available 24 hours a day, 365 days a year and the service allows anyone with a text phone to communicate with hearing people all over the world and vice versa.

It’s simple and free to use. Calls are charged at standard telephone rates (your telephone service provider can give you information about how you’re billed). To use the Typetalk service, just dial 18001, and then type the full phone number of the person you want to call.

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

If you need any extra help or have had difficulties during the mortgage process with L&C, please email our Customer Care Team at CustomerCare@landc.co.uk.