1. When is the best time to shop with hearing loss?
When it's quiet.
Weekday mornings and early afternoons are usually calmer than lunchtimes, evenings and weekends. Fewer people means less noise, shorter queues and staff with more time to talk to you properly.
For a big shop, a quieter time can make the difference between a tiring trip and an easy one. Many shops' busiest times show up on map apps, which is a quick way to plan.
2. How do I know what I owe at the till?
Let the screen do the work.
Most tills have a customer display, and the card machine shows the amount before you pay. Glance at it rather than straining to hear the total. Paying by card or contactless means you don't have to follow change being counted out either.
If you pay in cash and miss the total, point at the display or ask:
"Could you turn the screen so I can see it?"
The questions at the till are usually the same ones: "Do you need a bag?", "Have you got a loyalty card?", "Do you want your receipt?". Answer them before they're asked: "No bag, here's my card, no receipt thanks." It saves a lot of "Sorry?".
3. Are self-checkouts easier if you're hard of hearing?
For many people, yes. Everything is on the screen and you go at your own pace.
The catch is the spoken prompts, like "Unexpected item in the bagging area" or a call for an age check. The same message usually appears on the screen, so keep an eye on it. If a staff member comes over, tell them straight away.
"I'm hard of hearing. Could you show me on the screen?"
4. How do I use a hearing loop at a shop counter?
Look for the loop sign: a white ear on a blue background, often with a "T" in the corner. You may find it at checkouts, reception desks, ticket windows and customer service points.
RNID explains that to use a loop you need to switch your hearing aid to the telecoil programme, sometimes called the loop programme or "T" setting, usually by pressing a button. Your audiologist needs to have set this up, so speak to them if you're not sure your hearing aid has it.
A loop sends the counter microphone's sound to your hearing aid, which cuts out much of the noise around you.
Loops aren't always switched on or working. If you hear nothing, tell the staff.
"I'm using the hearing loop. Could you check it's switched on?"
That also tells them where to speak: towards the microphone, not over their shoulder.
5. What can I do about screens and face masks at counters?
Screens can muffle voices and reflect light, and masks hide the lips you may be reading.
Ask for what makes the difference to you.
"I lipread. Could you lower your mask while you tell me?"
"I can't hear through the screen. Could you write it down?"
Stand to the side of a screen if there's a gap, or where the light doesn't reflect. If the person must keep a mask on, writing or typing on a phone is usually the quickest fix. RNID suggests pen and paper, text on a phone screen or whiteboards when speech isn't working.
6. How do I cope at market stalls?
Markets are noisy and quick, and prices are often called out rather than shown.
Look for written prices first. When there isn't one, point and use your fingers or your phone:
"How much for these?" and hold up your phone's calculator for them to type the number.
Go early, before the crowds. Stand where you can see the stallholder's face, not side-on to the traffic. If you're buying something by weight, ask them to show you the scales.
The same tricks help at food stalls and cafés. For sit-down meals, see our guide to eating out when you're hard of hearing.
7. How do I handle returns and complaints at customer service?
These conversations are longer and the details matter: refund amounts, dates and reference numbers.
Before you go, write down what you want: the item, the problem and what you're asking for. Hand it over at the start. It sets the conversation up and means less to catch.
"I'm hard of hearing. Here's what I need. Could you write down anything I need to know?"
Check the receipt or refund slip before you leave, rather than relying on what you heard. If the counter has a hearing loop, use it.
For a quick back-and-forth at the counter, captions can help. Subt is one option: open the free web app, put your phone on the counter, and the other person's words appear as large text. The web version uses your browser's speech service in Chrome, Edge or Safari; the coming £1.99 iPhone app processes captions on-device. Check any numbers on paper too.
8. What is the Sunflower lanyard and should I wear one?
The Hidden Disabilities Sunflower is a symbol for non-visible disabilities, often worn as a lanyard. It tells staff you may need a little more help or time.
The scheme says wearing it is a personal and voluntary choice, and you don't need to provide proof or explain why. It works as a prompt: in the scheme's words, the Sunflower triggers a simple question, "How can I help you?"
Businesses that join as Sunflower members commit to training their staff. Lanyards are free from member organisations, or you can order them from the official online shop.
Many hard of hearing people find it useful in busy places. Others prefer simply to say what they need. Both are fine.
9. Do shops have to help if I'm hard of hearing?
In England, Scotland and Wales, the Equality Act 2010 says service providers must make reasonable adjustments for disabled customers. That includes deaf and hard of hearing people whose hearing loss counts as a disability under the Act.
GOV.UK guidance for service providers says they must think ahead about barriers, and gives an induction loop for customers with hearing aids and information in an accessible format as examples. Service providers can't charge you for reasonable adjustments. What counts as reasonable depends on things like cost, practicality and the organisation's resources.
In practice, that covers simple requests: facing you, writing things down, using the loop, or giving you a receipt you can read. Northern Ireland has its own disability discrimination law.
If staff won't help, ask for a manager, and put a complaint in writing afterwards if needed. Our guide on how to talk to someone hard of hearing is a useful one to share with shop staff and family alike.
Quick answers
What does the T on a hearing loop sign mean?
It shows the loop works with the telecoil, or "T", programme on hearing aids. Switch your hearing aid to that setting to pick up the loop.
Do I need proof to wear a Sunflower lanyard?
No. The Hidden Disabilities Sunflower scheme says wearing it is voluntary and you don't need to provide proof or explain why.
Can I ask shop staff to write things down?
Yes. Writing something down is a simple, reasonable request, and service providers have a duty to make reasonable adjustments for disabled customers.
