Extra help policy

Last updated: 6 November 2026

Our policy for customers who need extra help, as Ofcom requires.

Who this is for

Anyone can need extra help, at any time. That might be because of a disability or health condition, getting older, a bereavement, a change in your circumstances, money worries, or finding English or technology hard. You don't have to explain why.

Telling us

Tell us in the Kindly app, by email at hello@kindlymobile.co.uk, or on 0330 043 9690. With your permission, we'll note what helps you so you don't have to repeat yourself. You can ask us to change or remove that note at any time. We'll check it with you every year.

What we can do

• Bills and letters in other formats, such as large print, free of charge.
• Contact the way that suits you: by phone, email, post or in the app, at a time that works for you.
• Someone to help manage your account, such as a family member, a carer or someone with power of attorney.
• Relay UK: dial 18001 before a number, or 18000 for emergencies.
• Emergency texts: if you're deaf or can't speak, register at emergencySMS.net so you can text 999.
• More time, and no pressure to make a decision on a call.

If you're struggling to pay

Tell us as early as you can. We won't judge, and we'll work with you. We can:

• agree a payment plan you can afford
• pause collection for a short time while you sort things out
• move you to a smaller plan from your next bill, with no fee
• point you to free, independent advice from Citizens Advice, StepChange or MoneyHelper

Your bill can't run up unexpectedly, because your spend limit is set to £0. The only thing billed afterwards is Travel Safe, if you turn it on, and never more than the limit you choose. We always warn you before we suspend or disconnect a service, and 999 and 112 keep working while a service is suspended.

If someone has died

Tell us and we'll close the account without any charge after that date, and refund any credit. We'll deal with you kindly and won't ask for more than we need.

How we make this work

• Everyone who talks to customers is trained to spot when someone may need extra help and how to offer it.
• We review this policy every year and when the law changes.