Hi there,
namechanged for this, but longstanding poster (PB, naice ham etc ...)
My wife is visually impaired (and registered as such, with a nice certificate that she can't see, but others can 
).
One of our financial service providers (it is a bank, but we use them more for a bill payment service) supplies it's statements and transactional letters in a standard print format. DW simply can't read them.
(For completelness other service providers have all been informed of her situation and immediately offered to supply all correspondence in large print, which makes all the difference - DW can just about read them).
Having contacted the customer care team, and enquired on more than one occasion, the response has been a blanket refusal to issue correspondence in large print. The explanation being it's contracted out to a 3rd party and that 3rd party lacks the facility to do it.
I have pushed back and requested details of how the organisation in question reconciles this with their obligations under the 2010 DDA. I also asked if the tendering process which saw the 3rd party getting the gig gave any thought to customers (like DW) with visual problems.
While I spend the next 8 weeks waiting for the formal reply, I thought I'd drop the story here, and ask how far things could be pushed in anticipation of receiving exactly the same answer in March as I got today ?
I'm pondering a multi-agency approach, with the FOS on the one hand, and possibly escalating the DDA matter to a court (our lad is grown up, so we have lots of spare time 
). Although I know I'll have to exhaust the organisations internal processes first, before either of those steps.
I am labouring under the assumption that providing statements etc in large print is within the scope of "reasonable adjustments" as the aforementioned act stipulates. If anyone disagrees with me, and thinks it's asking too much, I'd be grateful to know now, so I can go back to plotting world domination, which this matter has distracted me from
As I type this, I am holding a statement from the organisation in my hand, and it makes no mention of any provision for less able customers whatsoever. Although it does have a paragraph boasting that they use the "latest computer technology", which (given my 32 years of life in IT) does raise an eyebrow or two.
Many thanks in advance to all replies on behalf of myself and DW.