Our Commitment

At Uplands OneTelco, we are committed to providing an accessible, professional and supportive service to every customer.

Whilst we primarily provide communications services to businesses, we recognise that every organisation is represented by people and that anyone may experience circumstances in which additional support is helpful.

We are committed to treating all customers fairly, with dignity, respect and understanding. Where appropriate and reasonably practicable, we will consider reasonable adjustments to help customers access our products, services and support.

Customers in Vulnerable Circumstances

We recognise that anyone can experience circumstances that make it more difficult to access, understand or manage communications services. These circumstances may be temporary or long term and will vary from person to person.

Examples include, but are not limited to:

• Disability or long-term health conditions.
• Mental health conditions.
• Hearing, speech, sight or other communication needs.
• Learning disabilities or neurodiversity.
• Financial hardship.
• Language or communication barriers.
• Age-related needs.
• Significant personal circumstances or life events.

This list is not exhaustive, and we understand that every customer’s circumstances are different.

How We Can Help

If you let us know that you require additional support, we will seek to understand your circumstances and consider appropriate assistance wherever reasonably practicable.

Depending on your needs, this may include:

• Taking additional time to explain products or services.
• Communicating in clear, straightforward language.
• Providing information in writing where appropriate.
• Working with an authorised representative where permission has been given.
• Taking relevant personal circumstances into account when managing enquiries, faults or complaints.
• Agreeing a preferred method of communication where reasonably possible.

The support we provide will depend on your individual circumstances and the products or services involved.

Requesting additional support will not result in less favourable treatment.

Letting Us Know

If you believe you may benefit from additional support, please let any member of our team know.

You do not need to provide detailed personal or medical information. We will only ask for and record information that is reasonably necessary to understand and provide the support requested.

Any information you choose to share with us will be handled sensitively and in accordance with our Privacy Policy.

Contact Us

If you would like to discuss any additional support you may require, please contact our Support Team.

Email: support@uplands.co.uk
Telephone: 0800 24 00 00

We will seek to provide a fair, respectful and supportive service and work with you to identify reasonable ways to meet your needs wherever practicable.

Changes to This Policy

We may update this policy from time to time to reflect changes in our services, regulatory requirements or the way we support our customers.

The latest version will always be available within the OneLegal section of our website.

Last updated: July 2026