Accessibility statement for GOV.UK Pay

This accessibility statement explains how accessible this service is, what to do if you have difficulty using it, and how to report accessibility problems with the service.

Using this service

This service is run by the Government Digital Service (GDS). We want as many people as possible to be able to use this service. This means you should be able to:

  • change colours, contrast levels and fonts
  • zoom in up to 300% without the text spilling off the screen
  • get from the start of the service to the end using just a keyboard
  • get from the start of the service to the end using speech recognition software
  • listen to the service using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We’ve also made the text in the service as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this service is

This service is fully compliant with the Web Content Accessibility Guidelines version 2.1 AA standard.

What to do if you have difficulty using this service

If you need any part of this service in a different format like large print, audio recording or braille, email govuk-pay-support@digital.cabinet-office.gov.uk.

We’ll consider your request and get back to you within two working days.

Reporting accessibility problems with this service

We’re always looking to improve the accessibility of this service. If you find any problems that are not listed on this page or think we’re not meeting accessibility requirements, email govuk-pay-support@digital.cabinet-office.gov.uk.

We’ll consider your request and get back to you within two working days.

If you’re not happy with our response

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you are not happy with how we respond to your complaint, contact the Equality Advisory and Support Service, which is run on behalf of EHRC.

Technical information about this service’s accessibility

We’re committed to making this service accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

This service is fully compliant with the Web Content Accessibility Guidelines version 2.1 AA standard.

How we tested this service

We last tested this service for compliance with WCAG 2.1 AA on 5 September 2019.

We used this approach to deciding on a sample of pages to test.

  • We used Lighthouse to audit each page for accessibility issues.
  • We used Wave to automatically test for accessibility issues on pages that do not need users to sign in.
  • We tested transactions in each type of user journey on GOV.UK Pay, checking each page as we went along.
  • We tested the GOV.UK Pay product pages and a sample of documentation pages.

We tested:

  • our main website platform, available at https://www.payments.service.gov.uk
  • our payments account platform, available at https://selfservice.payments.service.gov.uk
  • our credit card payment platform at https://card.payments.service.gov.uk
  • our direct debit payments platform at https://directdebit.payments.service.gov.uk
  • our payment links platform at https://products.payments.service.gov.uk

What we’re doing to improve accessibility

We know that if you take too long to submit information on a form, you will not receive a warning message or be able to extend your time.

We conducted an accessibility review in 2016 and found that setting a 90-minute timeout was more helpful for users with accessibility needs than a warning message. However we plan to do more research on this from October 2019.

This page was prepared on 19 September 2019. It was last updated on 19 September 2019.