Go back to the basics of the statute every time. The service provider must make reasonable adjustments to make the services accessible etc. What they must do is make reasonable adjustments in the provision of the service to you, and that may involve providing different info in different formats. Richard Godfrey-McKay Tel: (01738) 445 880 Mobile: 07791-452593 -----Original Message----- From: access-uk@xxxxxxxxxxxxx [mailto:access-uk@xxxxxxxxxxxxx] On Behalf Of Alexander Shannon Sent: 26 September 2009 14:59 To: access-uk@xxxxxxxxxxxxx Subject: [access-uk] Should the format a customer receives Bank documents in be determined by the bank or the customer? Hi all, Sorry for the slightly long subject line, but I'd appreciate some views on the following situation from all list members, but particularly those like myself, who can read both large print and Braille. Up until now, I've always had correspondence from my bank in Large print. However recently they have sent me some large print leaflets, one of which although it is in large print extends to 58 pages, or 59 if you count the back cover. As I can read Braille, and I can read that faster than large print, I went to the bank and asked them if I could continue receiving statements in Large Print but receive leaflets in Braille. There answer was that they'd checked with the transcription departments in the bank and I could only receive documents in one format. Although I can understand that there may be reasons why I can only receive documents in one format, I was always under the impression that the customer was always right, and anyway, I'm not asking for every document in Braille, I'm only asking for documents in Braille which would take longer to read in large print. Does anyone have any thoughts on this? Alexander Shannon ** To leave the list, click on the immediately-following link:- ** [mailto:access-uk-request@xxxxxxxxxxxxx?subject=unsubscribe] ** If this link doesn't work then send a message to: ** access-uk-request@xxxxxxxxxxxxx ** and in the Subject line type ** unsubscribe ** For other list commands such as vacation mode, click on the ** immediately-following link:- ** [mailto:access-uk-request@xxxxxxxxxxxxx?subject=faq] ** or send a message, to ** access-uk-request@xxxxxxxxxxxxx with the Subject:- faq __________ NOD32 4459 (20090926) Information __________ This message was checked by NOD32 antivirus system. http://www.eset.com ** To leave the list, click on the immediately-following link:- ** [mailto:access-uk-request@xxxxxxxxxxxxx?subject=unsubscribe] ** If this link doesn't work then send a message to: ** access-uk-request@xxxxxxxxxxxxx ** and in the Subject line type ** unsubscribe ** For other list commands such as vacation mode, click on the ** immediately-following link:- ** [mailto:access-uk-request@xxxxxxxxxxxxx?subject=faq] ** or send a message, to ** access-uk-request@xxxxxxxxxxxxx with the Subject:- faq