Speech impairment


If you have a Textphone, you can call us on any of our standard phone numbers using the Next Generation Text (NGT) service. For some services, this may mean you can contact us during longer opening times. Or you can still use our textphone lines if you prefer. The NGT service lets you have a typed conversation with us as normal. You simply dial 18001 and then the standard telephone number.

Web chat

You'll see web chat appear in more and more places on our website. A small box pops up and asks if you want to chat to one of us. Web chat is a good option if you prefer not to use the phone, or can't get to a branch at the time. It's also a great way to bank online and talk to us at the same time.

Longer appointment times

You can ask for a longer appointment if you’d like to have more time when you visit us in branch. Just let us know when you book. We'll be happy to help as best we can, to understand your needs as well as how you like to deal with us. You can bring someone to the meeting with you too, if you like. You can book an appointment in person at any branch, or find contact details for any branch online or in the app.

Talking to us in person or by phone

If you use an aid for talking, such as synthetic speech or pointing aids, our colleagues will assist you as best they can. Please bear with us as we work to understand your aid and the best way we can support you. For instance, synthetic speech may not sound like you, especially on the phone. We aim to be aware of individual conditions and deal sensitively with them all. We're aware that you're the expert on your own situation, so we'll be happy to take your lead.

You can now also indicate your support options via the ‘Your profile’ menu in our Online Banking or Mobile Banking app.

Our promise

Our promise is to do our best to resolve any problems you have. If you wish to complain visit your local branch or call 0800 072 9779 or 0113 366 0167.