Accessibility Statement

Our commitment to making TwintaPay accessible and providing appropriate support

TwintaPay is committed to making its website, communications and services accessible to as many people as reasonably possible.

TwintaPay is a trading name of United Exchange Ltd.

We recognise that customers may have different accessibility, communication and support needs. These may arise from disability, illness, injury, age, language, literacy, digital confidence or other personal circumstances.

Our accessibility commitment

We are working to ensure that customers can access information, understand our services, complete important tasks and obtain support without facing unnecessary barriers.

Our approach includes:

  • Using clear and straightforward language;
  • Providing information in a logical and consistent structure;
  • Using meaningful headings and link descriptions;
  • Supporting keyboard navigation where reasonably possible;
  • Providing text alternatives for meaningful images;
  • Maintaining readable text size and colour contrast;
  • Designing forms with clear labels and instructions;
  • Providing clear error messages and guidance where information is incomplete;
  • Considering alternative communication formats and reasonable adjustments;
  • Reviewing accessibility as the website and service develop.

Accessibility standard

We are working towards meeting the Web Content Accessibility Guidelines version 2.2 at Level AA.

WCAG provides internationally recognised guidance for improving access to websites and digital services for people with visual, hearing, physical, speech, cognitive, language, learning and neurological disabilities.

We have not yet completed a formal independent accessibility audit of the entire TwintaPay website. We therefore do not currently claim that every page or feature fully conforms to WCAG 2.2 Level AA.

We intend to review and test the website as customer-facing features, account registration and transfer services are introduced.

Using this website

We are working to ensure that users can:

  • Navigate the website using a keyboard;
  • Use the website with commonly used screen-reading software;
  • Zoom into pages without losing important content or functionality;
  • Read content using appropriate text spacing and contrast;
  • Understand links, headings, buttons and form labels;
  • Access the website using desktop computers, tablets and mobile devices;
  • Contact us where digital access is difficult or unavailable.

Browser, device and assistive-technology performance may vary. Using a current version of a widely supported browser and operating system will generally provide the best experience.

Forms and online transfers

When TwintaPay’s customer-registration and transfer services become available, we will work to ensure that forms:

  • Use clear field labels and instructions;
  • Identify required information;
  • Explain errors and how they can be corrected;
  • Allow customers reasonable time to complete important steps;
  • Do not rely only on colour to communicate information;
  • Provide support where a customer cannot complete a process independently;
  • Explain any identity-verification or document requirements clearly.

If you are unable to complete an online form because of an accessibility issue, contact us and explain the support you require.

Alternative formats and communication support

You may ask us to provide information or assistance in a different way where this is reasonably required.

Depending on your needs and the nature of the information, support may include:

  • Providing information in a clearer or simpler format;
  • Increasing text size;
  • Providing information electronically rather than by post;
  • Providing information by telephone rather than online;
  • Allowing additional time to understand or respond to information;
  • Communicating through an authorised representative;
  • Providing language or communication assistance where reasonably available;
  • Considering another reasonable adjustment based on your circumstances.

Not every format or adjustment will be immediately available. We will consider requests individually and explain what support can reasonably be provided.

Authorised representatives

You may ask a trusted person, family member, carer, advocate or professional representative to assist you.

Before discussing your account, transaction or personal information with another person, we may require evidence that they are authorised to act on your behalf.

This protects your confidentiality and reduces the risk of fraud or unauthorised disclosure.

Known limitations and ongoing review

TwintaPay is still being developed, and some parts of the website or future service may not yet provide an ideal experience for every user or assistive technology.

Areas being reviewed include:

  • Keyboard navigation across all menus and interactive components;
  • Screen-reader descriptions and page structure;
  • Alternative text for images and icons;
  • Colour contrast and visible keyboard focus;
  • Form validation and error messages;
  • Mobile-device accessibility;
  • Third-party identity-verification, payment and payout components;
  • Documents provided in PDF or other downloadable formats.

Where an accessibility issue cannot be corrected immediately, we will consider whether information or support can be provided through another reasonable method.

Third-party services

TwintaPay may use third-party services for identity verification, payments, security, customer support and overseas payouts.

Some third-party content, websites or embedded tools may be outside our direct technical control. We will take accessibility into account when selecting and reviewing material service providers and will raise significant accessibility concerns where appropriate.

If a third-party feature prevents you from accessing the service, contact us so that we can assess the available support or alternative process.

Reporting an accessibility problem

Please tell us if:

  • You cannot access part of the website;
  • You cannot use a form, link, menu or button;
  • Content is difficult to read or understand;
  • An image, video or document lacks an accessible alternative;
  • You require information in another format;
  • You need a reasonable adjustment to use our service;
  • You have suggestions for improving accessibility.

When contacting us, please provide:

  • The page or feature affected;
  • A description of the problem;
  • The browser and device being used, where known;
  • The assistive technology being used, where applicable;
  • The adjustment or alternative format that may help you;
  • Your preferred method of contact.

How to contact us

We aim to acknowledge an accessibility enquiry within two business days. Where further investigation or technical work is required, we will explain the expected response time.

Complaints

If you are dissatisfied with how we have handled an accessibility request, you can submit a complaint free of charge.

We will consider the accessibility issue, the support requested, the action already taken and whether another reasonable adjustment is available.

Equality and disability advice

The Equality Advisory and Support Service provides information and advice to individuals about discrimination and rights under equality law in England, Scotland and Wales.

Reviewing this statement

We will review this statement as the TwintaPay website and service develop, following significant changes or accessibility testing, and at least annually.

The statement will be updated to reflect identified issues, completed improvements and any material changes to the support available.

Legal information

TwintaPay is a trading name of United Exchange Ltd.

United Exchange Ltd is registered in England and Wales under company number 07860668 and is registered with the Financial Conduct Authority as a Small Payment Institution under Firm Reference Number 584295.

Registered office: 149 Cheetham Hill Road, Manchester, M8 8LY, United Kingdom.