Deaf or hearing loss

Ways we can help make banking easier if you are Deaf or have hearing loss.

BSL SignVideo

If you’re Deaf and a British Sign Language (BSL) user, you can talk to us live through a BSL interpreter online. Our BSL SignVideo service gives you a video chat link to chat to one of our advisers. This is open Monday to Friday 9am–5pm. There are instructions on how to use it there in BSL. You can use SignVideo from your PC, tablet or mobile phone. (Network charges may apply.)

Relay UK

If you have a hearing or speech impairment you can use Relay UK. Find out more on the Relay UK website.

Secure messages

If you have a question, send us a message in the Mobile Banking app and our virtual assistants will do their best to answer. Otherwise, one of our colleagues will be happy to help. You can stop and pick up the chat later when you want to, as long as it's within 13 months.

Appointments

If you have an appointment with us, here's some ways we can make it easier:

  • We can arrange for an interpreter to come along to your appointment, just ask when you book. This could be British Sign Language (BSL), Lip Speaking or Deaf & Blind manual interpreting. Please give us as much notice as you can. We’ll then confirm the appointment. If you prefer to bring your own professional interpreter, we will repay your costs up to £200 for each appointment. You can ask at the branch about how to get your money back.
  • 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 with a British Sign Language (BSL) interpreter present.

Branch set up

There are induction loop or voice enhancement systems available in our branches. You’ll see signs in each branch to tell you where they are, with instructions to switch your hearing aid to T. Some branches also have portable induction loops for you to use.

We also welcome assistance dogs in all our branches.

Your support options

You can now tell us which things would make banking that bit easier for you. We’ll put the changes in place, where we can - and you won't have to tell us again.

Support options

Branch Finder

If you're popping into a branch, check our Branch Finder first. This tells you what facilities and accessibility services we have at each branch.

Sunflower Lanyard

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.

Further support

Accessibility and disability support

More ways we can help.

Accessibility and disability

Website accessibility

How we make our website accessible.

Website accessibility

Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, 7 days a week.

To use our Mobile Banking app you need to have a valid phone number registered to your account and be set up to manage your accounts using Online Banking.

Our app is available to iPhone and Android users only and minimum operating systems apply, so check the App Store or Google Play for details. Device registration required. The app doesn’t work on jailbroken or rooted devices. Terms and conditions apply.