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Accessibility Statement

If you are having trouble accessing our services, please contact us at 0330 808 1281 or Support@firstvet.co.uk.

FirstVet Ltd (“We” or “FirstVet”) 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.

Measures to support accessibility

FirstVet currently implements the following measures to ensure accessibility of our website and mobile application:

  • Include a public accessibility statement on our website
  • Maintain a vulnerable customer policy
  • Maintain a dedicated phone number and email address for accessibility purposes with support agents instructed on accessibility
  • Include signposting on our website and mobile application to provide information as to how to access our service and who to contact if you are having difficulties accessing our service

FirstVet is committed to implementing the following measures to ensure the accessibility of our website and mobile application:

  • Engage external consultants to provide a full assessment of accessibility compliance of our website and mobile application
  • Ensure that our website, web registration process, and mobile application are fully compliant with WCAG 2.1 level AA standard

Conformance status

The Web Content Accessibility Guidelines (WCAG) define 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. Our website and mobile application are partially conformant with WCAG 2.1 level AA. Partially conformant means that some parts of the content do not fully conform to the accessibility standards.

Contact information and feedback

We welcome your feedback on the accessibility of our website and mobile application. Please let us know if you encounter accessibility barriers on our website or mobile application, or if you would like to register with us as a vulnerable customer, by contacting us at:

  • Phone: 0330 808 1281
  • E-mail: Support@firstvet.co.uk
  • Postal address: FirstVet LTD, 25 Horsell Road, London, N5 1XL

We aim to respond to feedback within 1 business day of receipt.

Compatibility with browsers and assistive technology

Our website and mobile application are designed to be compatible with the following assistive technologies:

  • Screen readers
  • Screen magnification software
  • Text readers
  • Speech input software
  • Alternative input devices

Our website is designed to be compatible with the most recent versions of the following browsers:

  • Google Chrome
  • Mozilla Firefox
  • Apple Safari
  • Microsoft Edge
  • iOS Safari
  • iOS Google Chrome
  • Android Google Chrome
  • Android Samsung Internet

Our mobile application is designed to be compatible with the following devices:

  • Apple devices using the most recent iOS operating system + 2 prior releases
  • Android devices using the most recent operating system version + 3 prior releases

Technical specifications

Accessibility of our website and mobile application relies on the following technologies to work with the particular combination of web browsers and any assistive technologies or plugins installed on your computer:

  • HTML
  • WAI-ARIA
  • CSS
  • JavaScript

These technologies are relied upon for conformance with the accessibility standards used. Our website uses Cascading Style Sheets (CSS) to control all presentations and layouts so that content is structured and easily accessible via assistive devices.

FirstVet website

Our website works with a variety of modern web browsers. You can resize the text, change the font, and change the colours used. There are more useful hints and tips available at the BBC My Web My Way site.

Limitations and alternatives

Despite our best efforts to ensure the accessibility of our website and mobile application, there may be some limitations. Below is a description of known limitations. Please contact us if you observe an issue not listed below.

Known limitations for our website and mobile application include:

  • Older images may not have text alternatives
  • Colour contrast on some parts of our website is too low
  • Some link texts may not make sense when read on their own
  • Embedded video players may be difficult to use with assistive technologies
  • Captions and/or transcripts may not be provided with all of our videos
  • Heading levels and content formatting of our published articles may not fully conform to the accessibility standards

We are committed to resolving all known accessibility limitations on our website and mobile application or implementing acceptable alternatives.

Future assessment approach

FirstVet is committed to assessing the accessibility of our website and mobile application by the following approaches:

  • Engage external consultants to provide a full assessment of accessibility compliance of our website and mobile application

Formal complaints

We aim to respond to accessibility feedback within 1 business day of receipt and to propose a solution within 3 business days.

Conformance Date

This accessibility statement was issued on December 10, 2019.