Go paper-free
Amend paper-free preferences for your statements and communications.
Blind or partially sighted
We can help make banking easier if you’re blind or partially sighted.
If you want to change the text size for all other web pages, select the link for your browser from the list: Chrome, Firefox, Safari (Apple devices only), Microsoft Edge (Windows 10 only).
For more help and support visit our website accessibility page.
Accessible formats and online forms
Accessible statements and letters
We can send you statements and some of our letters in:
- Braille (Unified English Braille).
- Large print (Arial font size 20).
- Audio CD.
- Coloured paper or different font sizes.
We can give you Easy Read statements for current and savings accounts. These use pictures and simple words to help you.
We can also give you large print cheque books.
Just let us know at a branch or over the phone. Or you can update your accessibility options in the 'Profile and settings' menu in Online Banking or our Mobile Banking app.
We'll aim to send you everything in the format you choose. If you get something that isn't, give it back to us and we’ll get it transcribed for you.
Online forms
We give additional guidance where applicable in our online forms to help you complete them. Some of our forms time out when you haven't used them for a while. We do this to keep your details safe. We'll give you a 20 second warning if this is about to happen, otherwise it could mean you lose what you've already done. If you're using our Mobile Banking app, you can set how long it is before your app times out.
Using your card
At a cash machine (ATM)
Our cash machine keypads and screens are easy to use. There are raised dots on the number 5 of the keypad so you can feel where the numbers are. Use your hand to keep your PIN safe.
You can also select the audio function (Talking ATMs). Just plug in your standard headphones to hear what's on the screen. Some of our older cash machines don't offer this yet, and we're changing these.
Ask someone in branch or give us a ring to find your nearest Talking ATM.
Making a payment
If you find it hard to use or remember your PIN, you can:
- Get a chip-and-signature card, just give us a ring or ask us in a branch for one.
- Use a contactless card to buy items up to £100.
- Use a smartphone for contactless payments, using Apple Pay or Google Pay.
My Trusted Persons Card
If you need some support but don’t want to hand over control of your finances, we also offer a My Trusted Person Card. This is a debit card linked to your personal current account. You can give this to someone you trust to shop for essentials or get money from a cash machine for you.
Managing your account online or via our Mobile Banking app
Our Mobile Banking app can help you manage your account in a way that works for you. It has features like:
- Card freeze - freeze your transactions and limit your account abroad.
- View card details- view and use your debit card number, expiry date and security code to make online purchases without the need to have your card to hand.
- View card PIN - if you find it hard to remember your PIN, you can look it up in our app.
- Pay in a cheque in our app - save a trip to branch (up to £10,000 per cheque and £10,000 total per day).
- App notifications - Get alerts to keep track of your spending and money paid in and out of your account.
- Fingerprint or Face ID - Sign in securely without needing your password.
- Payment confirmation - when you make a payment using your app, you can share the receipt once the payment has been sent.
There are more ways of staying in control of your spending using Online Banking or our Mobile Banking app.
Calling us
If you find it hard to remember your password, here's a couple of ways we can help:
- You can confirm your identity by using your voice in Telephone Banking. You'll need to set up our Voice ID feature to do this. If you're eligible and hold a bank, savings or credit card account with us, you can set up Voice ID.
- Call us from our Mobile Banking app, using your registered mobile number. You’ll already be securely signed in, so there's no need for passwords.
Visiting our branches
Appointments
We can arrange for Deaf and blind manual interpreting for your appointment. Just ask when you book. We can arrange longer appointment times for you. We'll take the time to explain things and make sure you understand. You can have your appointment in a private and quiet meeting room. If you have a support worker, they’re welcome to come to your appointment with you. You can take paperwork home to read and decide in your own time. You can then come back to complete what you wanted to do. Some appointments can also be done from your home by video call.
Equipment available
Easy grip pens Signature stamps can be ordered Cheque book templates can be ordered
ID verification letters - prove who you are without a signature can be ordered Magnifying sheets Coloured acetate sheets. Some colours are held in branch and others can be ordered.
Sunflower Lanyards
We know that not all disabilities and long-term health conditions are visible. That's why we use the Hidden Disabilities Sunflower Lanyard scheme in all of our branches. If you're wearing one, we'll know that you might need a bit more help.
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Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, 7 days a week.