Accessibility Statement

Royal London is committed to ensuring digital accessibility for people with disabilities. We are continually improving the user experience for everyone, and applying the relevant accessibility standards.

The Web Content Accessibility Guidelines (WCAG) defines requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. The Royal London customer online service is partially conformant with WCAG 2.1 level AA. Partially conformant means that some parts of the content do not fully conform to the accessibility standard, but we are constantly working to improve this.

Although our goal is WCAG 2.1 Level AA conformance, we have also applied some Level AAA Success Criteria.

There are a number of known issues that Royal London is currently working to address. These include:

  • We are aware that when using certain magnification tools that re-sizing text can be a problem. We are working to identify under which conditions this occurs and the tools that it impacts, so that we can fix the problem.

Despite our best efforts to ensure accessibility of the Royal London online service, there may be some limitations. Below 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 online service:

  • There are some links and file types such as PDFs that cause customers issues for accessibility. We will be looking at the text for links to make sure they are more explicit in referring to what content is being linked to.
  • In addition we are looking at what can be improved to make PDFs in general more accessible on our site. 

We have performed reading level tests on all site content but some of the pages do contain business and technical language that could be complex to some users. This includes occasional use of abbreviations and financial terminology.


This statement was created on 23 September 2020 and last updated on 23 September 2020.


We welcome your feedback on the accessibility of the Royal London online service. Please let us know if you encounter accessibility barriers on

Or write to us at:

Royal London
Royal London House
Alderley Road

We try to respond to feedback within 5 business days.