Accessibility Notice

Lassie Pet Health Limited

Last updated: June 2026

We want everyone to be able to use our website and app - regardless of disability, impairment, or the technology they use. This notice explains the legal framework that applies to us, the standard we aim to meet, how we currently perform against it, and how to get in touch if you encounter a barrier.

1.  About Lassie

Lassie (“Lassie”, “we” and “our” all refer to Lassie Pet Health Limited) is registered in England and Wales. We are authorised and regulated by the Financial Conduct Authority (FCA reference number 1045889). We act as an Appointed Representative of Advent Solutions Management Ltd ("OneAdvent"), which holds the relevant FCA Part IV permission. The insurer for Lassie insurance policies is Newline Insurance Company Limited ("Newline"). You can verify our authorisation status at any time by visiting the FCA Register at: https://register.fca.org.uk

Our company number is 16501346 at Companies House. Our registered office address is:

c/o Dac Beachcroft Llp The Walbrook Building, 25 Walbrook, London, United Kingdom, EC4N 8AF 

Through our website and mobile app, you can get a quote, purchase cat or dog insurance, manage your policy, and make a claim. Policy documents are delivered by email, and you can also access your insurance details through the app. If you have questions about your cover or how to use our services, our customer support team is available by email, chat, and phone.

2.  Accessibility law in the UK

As a private sector business operating in the UK, our accessibility obligations are set by:

The Equality Act 2010

The Equality Act 2010 requires businesses providing services to the public to make “reasonable adjustments” so that disabled people are not put at a substantial disadvantage compared to non-disabled people. This applies to our digital services as well as any in-person or telephone contact. Failure to make reasonable adjustments is unlawful discrimination under the Act.

The European Accessibility Act (EAA)

The European Accessibility Act (Directive (EU) 2019/882) came into force on 28 June 2025 and applies to private sector businesses providing digital products and services to consumers in EU member states. Although Lassie Pet Health Limited is a UK-incorporated company, to the extent that our digital services are accessible to consumers in the EU, we treat EAA compliance as applicable to us.

The EAA requires that covered services - including e-commerce, insurance, and banking services - meet defined accessibility requirements aligned with WCAG 2.1 Level AA. The micro-enterprise exemption (fewer than 10 employees and turnover under €2 million) does not apply to us.

Public Sector Bodies Accessibility Regulations 2018

The Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 implement the EU Web Accessibility Directive in UK law. These regulations apply specifically to public sector bodies and not to private companies such as Lassie. However, we voluntarily align with the WCAG 2.1 Level AA standard these regulations reference, as it represents recognised best practice for digital accessibility.

3.  The standard we aim to meet

We design and develop our website and app in accordance with the four core principles of the Web Content Accessibility Guidelines (WCAG 2.1):

• Perceivable - information and interface components must be presented in ways all users can perceive.

• Operable - interface components and navigation must be operable by all users, including those using keyboards, voice control, or other assistive technology.

• Understandable - information and the operation of the interface must be understandable.

• Robust - content must be robust enough to be interpreted reliably by a wide variety of assistive technologies, now and in the future.

Our target is compliance with WCAG 2.1 Level AA, which is the standard referenced by the EAA, the Public Sector Bodies Accessibility Regulations, and WCAG guidance generally. This is assessed against the harmonised European standard EN 301 549.

4.  How we test and monitor accessibility

Accessibility is a continuous process, not a one-time exercise. We use a combination of the following to assess and improve our Platforms:

• Automated testing tools, to identify common accessibility issues during development;

• Manual testing using keyboard-only navigation and screen reader software;

• Cross-browser and cross-device testing via BrowserStack, including testing on mobile devices;

• Review of user feedback and accessibility complaints to identify barriers we may have missed.

Accessibility is considered at each stage when we develop or update our website and app. We aim to address issues as they are identified, prioritising those that create the greatest barriers for users.

5.  Known limitations

We are working towards full WCAG 2.1 Level AA compliance but have not yet independently audited all areas of our Platforms. Some areas may not yet fully meet the standard, including:

• Certain third-party components and embedded content (such as payment processing interfaces) that are outside our direct control;

We are committed to resolving known issues and will update this notice as improvements are made.

6.  Getting help and alternative formats

If you find any part of our website or app difficult to use, or if you need information in a different format (such as large print, plain text, or audio), please contact us. Our customer support team can also help you complete tasks by phone or email if you are unable to use the digital service.

We aim to respond to accessibility-related queries within 5 business days.

7.  Reporting an accessibility issue

We are committed to making our Platforms as accessible as possible, but we know there is always room to improve. If you encounter an accessibility barrier, we would be grateful if you could describe it and send it to us. Please include:

• The web address (URL) or area of the app where you encountered the issue;

• A description of the problem and, if possible, what you were trying to do;

• The device, browser, and any assistive technology you were using.

Please send accessibility feedback to: hello@lassie.co.uk.

8.  Enforcement and escalation

If you are not satisfied with our response to an accessibility complaint, you have several options depending on the nature of your concern:

Equality Act 2010 - Equality and Human Rights Commission (EHRC)

If you believe we have failed to make a reasonable adjustment required by the Equality Act 2010, you may contact the Equality and Human Rights Commission (EHRC), which is responsible for enforcing equality legislation in England, Scotland, and Wales:

In Northern Ireland, the relevant body is the Equality Commission for Northern Ireland:

European Accessibility Act - market surveillance

If you believe we have failed to meet our obligations under the European Accessibility Act in relation to services provided to EU consumers, you may contact the relevant national market surveillance authority in the EU member state concerned. In the UK, OFCOM has responsibility for monitoring digital accessibility compliance in certain sectors. For general EAA queries, the Government Digital Service (GDS) provides guidance:

9.  Changes to this notice

We will update this Accessibility Notice as we make improvements to our Platforms or as the legal framework changes. The date of the last update appears at the top of this document.