Communications preferences

Many people, for various reasons, favour one form of communication over another. Often, that isn’t simply a case of a casual choice; the preference is a result of an underlying need.

If you make firms aware of your communications preferences or needs, it can help them to adapt.

Some examples might be that you prefer to (or prefer not to) communicate via email, telephone, WhatsApp or video call (such as Zoom). You may be more comfortable with one, or uncomfortable with another.

Your needs may be even more specific and go beyond a preference. For example, you may require an interpreter to be present; you may require sign language or to have things written down; you may require a family member or advocate to be present (for example, if that person is useful at explaining complex topics in a way you understand); you may need to see someone face-to-face or via Zoom, so you can read their lips. You may need people to speak slowly so you can hear them. You may use assistive technology such as text telephones, requiring the firm to be a little more patient while you process information and reply.

You may be neurodivergent and have characteristics which affect your ability to engage. Examples of this could be dyslexia, dyscalculia, neurodiversity – or you may have difficulty processing and retaining information. Some of these conditions, such as ADHD or Autism, lead to increased levels of anxiety and can make it difficult for people to work with others to manage their finances or make them uncomfortable talking about their condition. Again, it can help firms a great deal if you disclose this.

If you make firms aware of these preferences, and ask them to record them, it can enable them to adapt their processes, so they work better with you. It can also help if you highlight communications methods which are a specific issue for you.

There could be a need to deliver information in different ways to suit their needs.

If you are neurodiverse or want to work better with people who are.