Tell us about your needs

We’ll work with you to make sure you have the support you need.

Ways we can help

There are lots of ways we can make it easier for you to manage your account or interact with us. 

Here are just some of the ways we can help:  

  • different formats for key documents, such as contract notes or investment reports (including braille, audio and tinted paper) 
  • extra telephone support when you're using our service or making investment decisions 
  • advice about managing someone else's account, including Power of Attorney 
  • contact preferences that work for you 
  • restrictions on your account if you don't think you should be trading 
  • tools to help you manage your finances 

 
You can also customise our website - find out more about accessibility options. 

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.

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.

Log in and complete the form


Call our helpdesk

If you do not have an online account or prefer to talk to someone directly, call our Helpdesk.

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