Accessibility & Vulnerable Customer Policy
Last updated 17 October 2026
MyCirCall is often used by people in situations that matter: parents, carers, families looking after someone, and people who may be finding things hard for a while. Anyone can need a bit of extra help at some point, because of their age, health, a disability, difficulty reading or communicating, a bereavement, money worries or anything else.
This policy explains the help we offer, and how to ask for it. You don't need to explain why.
Telling us what you need
You can tell us at any time:
- Email: hello@mycircall.com
- Phone: the number is in our Customer Complaints Code
- Post: Eridan One Ltd, 89 The Everglades, Hempstead, Gillingham, ME7 3PZ
If you agree, we will keep a note of what helps you, so that you don't have to explain again each time. We note what helps, such as large print, never why. Before we save it, we read out or send you exactly what we will note and ask whether you agree, and once it's saved we email you a copy. You don't have to agree: if you'd rather we didn't keep a note, we will still help you each time you ask.
Only our staff who need it to help you can see the note. It is kept on the systems we use to run MyCirCall, which our hosting provider runs for us (see our Privacy Notice), and we never give it to anyone else: not the people in your CirCall, and never for marketing. We check with you once a year that it's still right, and you can ask us to change or remove it whenever you like.
The help we offer
Information in a format that works for you
Our Contract Summary, Contract Information, Terms of Service, this policy, our Complaints Code and our letters and emails are available free of charge in another format. That includes large print, plain text you can use with a screen reader, or a printed copy by post. Just ask, and we'll send it within 5 working days.
Someone to help you manage your account
You can ask for a relative, friend, carer or adviser to deal with us on your behalf. Tell us who, and what they can do, and we will talk to them as well as, or instead of, you. We keep this as a note of its own, email you to confirm it, and check with you once a year. You can change your mind at any time.
More time
If you need longer to do something, such as to respond to us or to put a payment right, tell us.
If money is tight
If a payment fails, every reminder we send has a "Give me a few days" option. One tap stops the reminders for a week. If your calls are still working, it also keeps them working for that week. We never ask why. Our support team is told when you use it, so that someone is aware and can help if you would like them to.
A simple service
MyCirCall is built to be set up once and then left alone. You don't need an app, and the people in your CirCall don't need an account. Answering a call only needs one key: 5, in the middle of the keypad, so it can be found by touch.
Contacting us in a way that suits you
You can reach us by email, by phone or by post. If you are deaf, hard of hearing or speech-impaired, you can contact us using Relay UK by dialling 18001 before the phone number in our Customer Complaints Code.
After a bereavement
If someone who held a MyCirCall account has died, we will help you end their subscription and close the account without fuss. Tell us in whichever way is easiest, and we will guide you through it. We won't ask you for anything we don't need. The subscription ends on the day you tell us, we refund the unused part of the period already paid for, and we write off any extra minutes owed.
If you are in someone's CirCall
If you need help, for example to leave, the same help is available to you.
What MyCirCall is not
MyCirCall is not an emergency service. It cannot be used to call 999 or 112, and it does not alert anyone on its own. If someone is in danger or seriously ill, always call 999 or 112.
How we make sure this works
- Everyone who handles customer contact at MyCirCall knows this policy and the procedures behind it.
- We look out for signs that someone may need extra help, and offer it, without making assumptions.
- We review this policy at least once a year, and when anyone tells us it isn't working for them.
If you are not happy
Please tell us. Our Customer Complaints Code explains how to complain and where you can go if you are not happy with our answer.
About us
MyCirCall is a service of Eridan One Ltd, a company registered in England and Wales, company number 17304032. Registered office: 89 The Everglades, Hempstead, Gillingham, ME7 3PZ.