Early May Bank Holiday opening hours
This line will be closed on Bank Holiday Monday 4 May 2026.
Health and disability
Living with a health condition or disability can affect many aspects of daily life, including how you manage your finances. We understand that everyone’s needs are different, and we’re here to provide support if your health or disability is making it more difficult to manage your HL account.
On this page
How we can help
If a health condition or disability is affecting the way you manage your account, there is a range of support we can offer. For example, different formats for key documents, such as contract notes or investment reports, including:
- large print (18-20 point)
- Braille Grade 2
- light pastel coloured paper to reduce colour contrast
- bound document format
- audio CD
We can also offer a range of adjustments if we're meeting with you in person (for example if you have an assistance dog or need to bring somebody with you).
Depending on your situation, there may also be tools we can recommend to help you manage your account. If you think there's another way we can support you, please let us know.
How to tell us about your needs
Complete our form online
Log in to your account to complete our two-page form.
Page one will allow you to select your support options. Page two will ask you to tell us more about your personal circumstances.
Call our helpdesk
If you do not have an online account or prefer to talk to someone directly, call our Helpdesk.
What to expect when you tell us about your needs
- The information you give us will go to our specialist team. They'll use it to look at the ways we can support you.
- We'll add your notes to our records, so you won't need to tell us again.
- You can ask us to update or remove this information at any time.
- The information is kept on your client record and is confidential. It cannot be seen by anyone other than approved HL staff.
- We won't usually need to, but if you complete the form online and we have questions about your circumstances or believe we might be able to offer you more support, our specialist team may contact you. If you’d rather we did not contact you, call us at a time that suits you to speak to us directly.