Welcome to Sainsbury’s Help Centre

Our commitment to you

We take the following steps throughout the design and development of our online services to ensure they meet a consistently high level of accessibility and usability for our disabled, deaf and older customers;

  1. Follow industry best practice standards and guidelines: Our design and development teams comply with the World Wide Web Consortium’s (W3C) Web Content Accessibility Guidelines (WCAG) 2.0 level A and AA success criteria recommendations. We also endeavour to meet level AAA, where possible.   

    In addition, we follow the W3C Mobile Web Best Practice 1.0 and the BBC’s comprehensive set of Mobile Accessibility Guidelines when designing and building our mobile responsive sites and apps. 

  1. Implement basic accessibility measures as standard: We ensure that the following basic accessibility requirements are addressed as standard across our all of our web and mobile sites and apps;
  • Text size – The minimum text size for core content is 11px. Text size is not fixed; it can be doubled in size (increased by 200%) within modern browsers without causing distortion or disruption to the surrounding content on the page.
  • Colour contrast – The Snook colour contrast checker is used to test the contrast between text and background colours to ensure it meets WCAG 2.0 level AA recommendations.
  • Use of colour – Colour alone is not used to provide information e.g. text and iconography are in used in combination to convey meaning.
  • Support for non-text content - Core visual content is supported with text e.g. images, tables and graphs are supported with appropriate text labels. Images of text are avoided.
  • Content structure: A semantic hierarchical structure is given to content to distinguish different sections and aid navigation for screen reader users. All pages begin with an h1 to signify the start of the main topic of content and h2, h3 and h4 sub headings follow in order.
  • Links - Sufficient space is provided around links, touch targets and interactive areas. Links are given concise, meaningful text.
  • Keyboard access – All web page functionality including navigation, forms, menus, buttons and links can be accessed and controlled using the keyboard keystrokes; tab, enter, space bar and arrows keys.
  • Video and Audio - Videos carry subtitles or supporting text. Video and audio content does not start automatically. 

  1. Support assistive technology: By complying with the WCAG 2.0 recommendations, we are confident that our online services are compatible with the recent versions of a range of assistive technologies including screen magnification software (e.g. ZoomText), speech recognition software (e.g. Dragon Naturally Speaking) and screen readers. 

Screen readers

We have optimised the user experience of our web and mobile services for use with the following screen readers, platforms, browsers and devices; 

  • Jaws: Jaws version 16 and above on;
    • Windows 7 with IE 9 and above
    • Windows 7 with the latest version of Firefox
    • Windows 8 with IE 11 and above
    • Windows 8 with the latest version of Firefox 

  • NVDA: The current version of NVDA on;
    • Windows 7 with IE 9 and above
    • Windows 7 with the latest version of Firefox
    • Windows 8 with IE 11 and above
    • Windows 8 with the latest version of Firefox 

  • iOS VoiceOver: on iPhone 6 and above, on;
    • iOS 8 and above with Safari
    • iOS 8 and above with Chrome 

  • Android TalkBack: on;
    • KitKat (4.4) with the native browser
    • KitKat (4.4) with the latest version of Firefox
    • Lollipop (5) and above with the latest version of Firefox
    • Lollipop (5) and above with Chrome 

*This decision was informed by a number of sources including, but not restricted to, accessibility experts, data from Sainsbury’s analytics and the annual Webaim Screen Reader Surveys

  1. Test and verify our compliance and compatibility: Our web and mobile services are tested thoroughly, by our internal quality assurance teams, against WCAG 2.0 guidelines as well as with popular assistive technologies, browsers, platforms and devices to ensure compliance and compatibility, prior to launch. 

  1. Take guidance from industry experts: We work closely with independent accessibility experts to ensure that we are continuously improving our services in response to changes in technology, user needs, behaviour and expectations. 

  1. User research and testing: Our design and development teams regularly engage with disabled and older customers to test new services and gain feedback. This helps us to understand the varying needs and challenges that our online services need to support. 

Customizing the way you view and use websites

You can change the settings on your computer and within your browser to suit your specific needs and improve your browsing experience. Here are some useful tips to get started;

Magnifying your screen

On a PC:

  1. Hold down the 'Ctrl' key and press '+' to zoom into the page.
  2. Hold down the 'Ctrl' key and press '-' to zoom out of the page.
  3. To reset hold down 'Ctrl' and press '0'. 

On a Mac:

  1. Hold down the ‘cmd’ (Apple) key and press '+' to zoom into the page.
  2. Hold down the ‘cmd’ key and press '-' to to zoom out of the page.
  3. To reset hold down ‘cmd’ key and press '0'. 

Explore and personalise your browser settings

Modern browsers have a range of options to allow you to change the way you view and use websites including the text size, fonts, colour contrast, keyboard shortcuts, mouse pointer size and speed, and formatting.

Visit the following browser accessibility help pages for further information:


Accessibility resources

The following websites provide further useful, detailed guides on how to customise your computer, browser and mobile devices to make them easier to use.


Help us improve

We are always interested in ways in which we can continue to improve the accessibility and usability of our web and mobile services, and we welcome constructive feedback.


Contact us

If you wish to report an accessibility issue with the web site or mobile app then please do not hesitate to Contact Us.

To help us address issues as quickly as possible, please try to include the following information when you contact us:

  • Describe the problem in as much detail as possible
  • Give us an example of what you were trying to do
  • Provide the web address (URL) of the page or pages where the issue occurred or describe the page e.g. Search, Check out, Homepage
  • Provide information about the device, browser, operating system and any assistive technology that you are using, along with information about any computer or browser settings that you may have customised.
  • Your contact details so that we can get in touch if we need to ask further questions in order to investigate and resolve the problem.

This accessibility statement was published in September 2015

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