Your guide to getting great service

Service mattersEveryday 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...............................................................................1Travel..............................................................................................2

Service matters for travel............................................................2Great service for everyone..........................................................2Travel hints and tips....................................................................3

Shopping.........................................................................................7Service matters for shopping.......................................................8Great service for everyone..........................................................8Shopping hints and tips...............................................................9

Money...........................................................................................11Service matters for money........................................................11Great service for everyone........................................................11Managing your money hints and tips.........................................12

What to do if you are receiving poor customer service.................14What next?....................................................................................15

Sources of support and information..........................................15

Travel

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Service matters for travelTravel 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 everyoneThere 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: Information about your journey, including timetables, ticket

information and details about how to book assistance. This

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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 tipsHere 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.

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

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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. 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

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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 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.

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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 tickets34 per cent off anytime return tickets34 per cent of anytime day single tickets50 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 one-third 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 faresis such a bonus and the assisted travel - well what a greatsystem. 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. 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

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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

Service matters for shoppingShopping 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.

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Great service for everyoneThere 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 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 tipsHere are some hints and tips to make it easier to shop independently.

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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-a-journey. 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.

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 pre-booked 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

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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 re-payments may incur interest charges.

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

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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 moneyManaging 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 everyoneThere 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.

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

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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 tipsHere 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.

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

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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.

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.

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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 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

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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

RNIB HelplineOur 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

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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 CampaignsIf 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 helpCitizens 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

Law CentreLaw Centres are not-for-profit legal practices providing free legal advice and representation to disadvantaged people. 020 7842 0720 www.lawcentres.org.uk

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Community Legal AdviceCommunity 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 CommissionThe 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 charitiesVisionary 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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