Accessibility

padlock and key

At Royal London, we want everyone to be able to view and use our website with ease.

We're firm believers that all users - regardless of disability, language level, age or other differences in personal circumstances - should be able to find what they're looking for on our site.

Our accessibility policy

We've designed RoyalLondon.com with accessibility in mind to help you find the information you need and to understand it, regardless of any prior experience with online financial services. There's a few things we do to help achieve this; for starters, we skip the pesky financial jargon and write in plain English, ensure our text is clear to read, provide clear instructions for website use, and have designed the site in a way that's easy to navigate.

We also:

  • specifically check accessibility as part of our testing before releasing new versions of the site;
  • Ensure that new content is clearly presented and written in a way that is easy to understand and follow; and 
  • Look for new devices, technologies or user behaviour or expectations that would change the accessibility requirements of the websites.

We strive to ensure that our websites, wherever possible, meet the standards of the Web Content Accessibility Guidelines version 2.1 Level AA established by the World Wide Web Consortium (W3C). The RoyalLondon.com website is partially conformant with WCAG 2.1 Level AA standard, meaning that some parts of the website do not fully conform to this standard. We continue to work towards meeting the standard in full.

Our accessibility commitment also meets our obligations under the Equality Act.

Accessibility features

The Royal London website includes the following accessibility features for the convenience of users who access the site with screen readers, keyboard-only interactions and other assistive technologies.

  • Sitewide search - The header of our site features a permanently accessible search field that can be used to find any indexed content on our site. We provide quick summary results as you type, paginated full results, spelling error suggestions for search terms. After typing, use the up and down arrow keys to move through quick summary results, then the Enter key to select an item. On the full results page, you can use the Tab key to move through the results and pagination.
  • Detailed sitemap - We provide a complete sitemap of all of our publicly accessible pages. This is keyboard navigable using the Tab key.
  • Tab-accessible main navigation - Users who prefer to use the keyboard can use the Tab and Enter keys to move through our primary navigation and mega-menu. The Tab (and Tab-Shift) keys allow you to move from item to item. Using the Enter key will open a menu item, which can then be navigated using the Tab key. Using the Enter key again on an already open menu will open the primary menu item itself. Using the Tab key to move out of the last entry in an open menu item will progress to the next primary navigation item.
  • Skip to content - If you have reached a page and wish to progress straight to the page content, you can use the 'Skip to content' functionality to do so. To use this, from the browser address bar, press the Tab key. The 'Skip to content' navigation item should be immediately selected. Pressing the Return or Enter key will take you to the main content area of the page, which can be navigated using the Tab key.
  • Clear headings for mobile users - Our site has been tested with common mobile device screenreading software and our content is structured using Heading 1 to Heading 6. You can use the 'Rotor' setting in Voiceover on iOS to move between headings. The Talkback screenreader app on Android can also move between headings using the 'Right then down' gesture or 'Left then up' gesture.
  • Accessible infographics - Some of the pages on our site use visual infographics that are composed of large images. For each of these, we have provided an alternative accessible text version. This can be read by screen readers and will also be substituted for the infographics on smaller screens.
  • Accessible videos - Any videos under an hour will have a transcript and those longer than an hour are often available in other formats.

Limitations and alternatives

Despite our best efforts to ensure accessibility of the Royal London website, there may be some limitations. The following is a description of known limitations, and potential solutions.

Please contact us if you observe an issue not listed below.

Known limitations for the Royal London website:

  1. Font size has been locked down and cannot be increased using your browser settings, which fails WCAG 2.1 success criterion 1.4.4 (Resize text). However, some assistive tools such as ‘Zoom Text’ can be used to increase the content on each page.
  2. Some tables in content don't have table row headers when needed. This means assistive technologies will not read the tables correctly. This fails WCAG 2.1 success criterion 1.3.1 (Info and Relationships).
  3. Images on some pages don't always have suitable image descriptions. Users of assistive technologies may not have access to information conveyed in images. This fails WCAG 2.1 success criterion 1.1.1 (Non-text Content). 
  4. Some pages have duplicate titles. This may make it difficult for users to orient themselves and find the right content. This fails WCAG 2.4.2 success criterion (Page Titled).
  5. Some features are inconsistently named, for example accordions, tables of contents, search boxes and translation navigation. This fails WCAG 2.1 success criterion 3.2.4 (Consistent Identification).
  6. Some buttons look like links. This means it's difficult for some users to complete a transaction or onward journey. This fails WCAG 2.1 success criterion 1.3.1 (Info and Relationships).
  7. Some pages have poor colour contrast. This fails WCAG 2.1 success criterion 1.4.1 (Use of Colour).
  8. Many documents are in less accessible formats, for example PDFs. We aim to have all documents published on or after September 2018 in an accessible format.

The known limitations for the Royal London website are being worked on and we aim to have most of these resolved in 2021.

Compatibility with browsers and assistive technology

This site is designed to be compatible with the following browsers:

  • Internet Explorer (Windows) versions 8.0 to current version
  • Google Chrome versions 78.0 to current version
  • Safari versions 9.0 to current version
  • Edge version 18.1.

This site is designed to be compatible with the following assistive technologies:

  • Screen readers, such as JAWS for Windows, NVDA, or Voiceover for Mac
  • Screen magnification software
  • Text readers.

Last update

This statement was created on 17 November 2018 and last updated on 19 May 2021. It is scheduled to be reviewed in November 2021.

Useful links

If you fancy some further reading, visit the W3C Web Accessibility Initiative (WAI) and RNIB Web Access Centre for useful advice and information about web accessibility.

Get in touch

Think we could do something a little better? 

If you have any questions or comments regarding this accessibility statement please send us an email at custserv@royallondon.com.

If you have a general query for us, all users of our websites are able to contact Royal London via phone and post, and we welcome any feedback as to how we might be able to improve the accessibility of our website.