Accessibility statement for


This accessibility statement applies to the website

This website is run by Limited.

We want as many people as possible to be able to use this site. For example, that means you should be able to:

  • Change colours, contrast levels and fonts
  • View the website in both portrait and landscape orientation on mobile
  • Zoom in up to 400% for most content
  • Navigate most of the website with keyboard only
  • Listen to most of the website using a screen reader such as JAWS or NVDA

AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this website is:

We know some parts of this website are not fully accessible. For example:

  • Some interactive elements cannot be reached with a keyboard and keyboard focus order is sometimes not correctly implemented
  • Some informative and functional images don’t have a text alternative
  • Some text has insufficient colour contrast with its background
  • Some form fields are not correctly labelled for assistive technology users
  • Some headings, lists and tables are not marked up correctly for assistive technology users
  • Some interactive elements do not correctly identify their name, role or state for assistive technology users

A full listing of known issues with our web pages that may affect users with disabilities is available below under non-accessible content.

Feedback and contact information

If you need information on this website in a different format like large print, please contact us at:

We’ll consider your request and get back to you in 28 days.

Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we’re not meeting accessibility requirements, contact:

Please email [email protected]. 

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Technical information about this website’s accessibility Limited is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Non-compliance with the accessibility regulations

Images and non-text content

There are informative and functional images that do not have a text alternative or that have an inappropriate text alternative for assistive technology users. (WCAG 2.1 success criterion 1.1.1)

There are decorative images that have redundant text alternatives for assistive technology users. (WCAG 2.1 success criterion 1.1.1) 

Colour and contrast

Some regular-sized text lacks sufficient contrast with the background. This includes some text that does not have sufficient contrast on hover or on focus. (WCAG 2.1 success criterion 1.4.3)

The boundary of an input field in the Help Centre has insufficient contrast with the background. (WCAG 2.1 success criterion 1.4.11)

There is custom focus indication on some input components which lacks sufficient contrast. (WCAG success criterion 1.4.11)

Page and content structure

Some text is displayed visually as a heading but is not marked up as such for assistive technology, while other text is marked up as a heading where it is not acting semantically as a heading. There are also some empty heading tags without content. (WCAG 2.1 success criterion 1.3.1)

Some lists (ordered, unordered and description lists) are not marked up semantically. There is also content where list semantics are used inappropriately. (WCAG 2.1 success criterion 1.3.1)

Some headers in tables are not marked up correctly with the scope attribute. (WCAG 2.1 success criterion 1.3.1)

Some pages do not have a title attribute. (WCAG 2.1 success criterion 2.4.2)

There are instances where screen reader focus navigates onto the same component multiple times and where it does not navigate into some expanded content. (WCAG 2.1 success criterion 2.4.3)

There is only one mechanism to find pages in the site (a navigation menu but not a search function or site map). (WCAG success criterion 2.4.5)

Keyboard navigation

Some interactive elements do not receive keyboard focus. (WCAG 2.1 success criterion 2.1.1)

There are instances where keyboard focus or screen reader focus becomes trapped. (WCAG 2.1 success criterion 2.1.2)

There are instances where keyboard focus order is illogical and where focus is not managed appropriately when a page is dynamically updated or where a window is closed. Some off-screen interactive elements receive focus inappropriately. (WCAG 2.1 success criterion 2.4.3)

The keyboard focus indicator is not visible on some interactive elements. (WCAG 2.1 success criterion 2.4.7)

Text resizing & adjustment

Page zoom is disabled on the Payment page. (WCAG 2.1 success criterion 1.4.4)

There is loss of meaningful content where the “Live Chat” section is unavailable when zoom is set to 200%. (WCAG 2.1 success criterion 1.4.4)

There is some content which becomes unavailable when content is reflowed to 400% zoom.  (WCAG 2.1 success criterion 1.4.10)


Some form fields have incorrect or no association with their visual labels. (WCAG 2.1 success criterion 1.3.1)

Some form fields are not correctly associated with relevant additional information or have inappropriate information associated with them. (WCAG 2.1 success criterion 1.3.1)

There are some input fields where supported autocomplete values are not used or where an inappropriate autocomplete value is used. (WCAG 2.1 success criterion 1.3.5)

Some error messages have no programmatic call-to-action. (WCAG 2.1 success criterion 3.3.1)

There is an asterisk used to indicate that information is required on some form fields, but the meaning of the symbol is not explained. (WCAG success criterion 3.3.2)

Some form fields rely on the placeholder attribute for information on how to fill in the field. (WCAG success criterion 4.1.2)

Interactive components

Some interactive components have an accessible name that doesn’t include the visual name. (WCAG 2.1 success criterion 2.5.3)

Some interactive elements are missing an accessible name. (WCAG 2.1 success criterion 4.1.2)

Some interactive elements have the wrong programmatically determined role or are missing a role. (WCAG 2.1 success criterion 4.1.2)

Some expandable and disabled components are not programmatically identified as such. (WCAG 2.1 success criterion 4.1.2)

There are elements such as tooltips and tabs which lack appropriate ARIA mark-up. (WCAG 2.1 success criterion 4.1.2)

ARIA is used unnecessarily on some elements. (WCAG 2.1 success criterion 4.1.2)

There are status messages related to loading pages and search that are not programmatically identified. (WCAG 2.1 success criterion 4.1.3)


There are parsing errors in the markup of pages. These are technical failures for WCAG 2.1 but may not have a direct effect on users. (WCAG 2.1 success criterion 4.1.1) 


Disproportionate burden Limited is not claiming disproportionate burden

Content that’s not within the scope of the accessibility regulations

There is no content outside the scope of the accessibility regulations


Preparation of this accessibility statement

This statement was prepared on 28th July 2023. It was last reviewed on 28th July 2023.

This website was last tested on 13/06/2023 - 20/06/2023. The test was carried out by AbilityNet.

10 pages were selected to be audited, representing important site functionality and pages that contain different representative types of components. Pages were tested against WCAG 2.1 A & AA on Windows desktop with Mozilla Firefox and NVDA screen reader, and on mobile using an iPhone with VoiceOver. 


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