Accessibility & disability

What we're doing

We want all of our customers to have an excellent service. So, whatever your needs or abilities, you can expect equal access, facilities and treatment.

We do lots of things to make sure this happens. Most of our 800 branches are open plan so it's easy to get in and out, and to move around inside. Most of them also have a reception desk. You can sit down and speak to us about what we can do for you. Our staff will be able to answer your questions and help as best we can.

We are also happy to give you any extra support that would help to make things easier for you.

If you disclose a need or personal situation to us, we will explain to you how we’ll use the information you’ve given us, gain and record your consent to ask further questions and to record the information. We will ask you further questions about your situation, so that we can gain a clear picture and be able to signpost you to additional help and support.

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Tell us what’s on your mind

We want you to tell us if there is something you are not happy with, or if you want to complain.

Get in touch

Ways you can bank with us

We're always trying to find new ways to make banking simple, and to give you more support should you need it. New technology is also regularly being introduced, making it easier for you to bank with us.

We try to make sure banking is easy for people of all abilities and needs and we'll gladly give you any support we can. It's the same if you have a disability or impairment, or would just like a bit of extra help.

Learn more about how you can bank with us

Our promise

Our promise is to do our best to resolve any problems you have.

If you want to complain you can either go to your nearest branch or call us on 0800 072 9779 or 0113 366 0167. Visit our how to complain page for more information.