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Support we offer in our branches

We want our branches to be accessible for everyone. Here's how we can help make your visit easier.

Appointments

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

  • 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 with a British Sign Language (BSL) interpreter present.

Equipment available

If you find it hard to use your hands, sign your name or read information, here are some things that may help. Just let us know when you’re in a branch:

  • 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
  • Clipboard for signing documents
  • Magnifying sheets
  • Coloured acetate sheets. Some colours are held in branch and others can be ordered.

Branch set up

We do our best to make our branches easy for you to use. Here are some of the ways we do this:

  • We welcome assistance dogs.
  • We have low-level or sliding counters.
  • Some of our interview rooms have wheelchair access.
  • We provide seating areas.
  • Some branches have lifts.
  • Some branches have low-level cash machines.

Cash machines

The keypads and screens on our cash machines are easy to use. 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.

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.

Hidden disabilities logo

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.

Get in touch in a way that suits you

SignVideo

Talk to us securely and live through a British Sign Language (BSL) interpreter.

SignVideo

Message us online

Send us a message in our app or Online Banking.

How to message us

Visit us

If you'd prefer to come in to talk to us, you can check what accessibility services we have at your branch first.

Branch Finder

Call us

Talk to one of our team about your account or our products and services.

Call us

Further support

Supporting someone else

Find out about the different options available if you need someone you trust to manage your accounts, or want to support someone else.

Become a representative

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.

Accessibility and disability

Supporting your needs so you can bank with us in a way that suits you.

Accessibility support

Accessibility and disability

Supporting your needs so you can bank with us in a way that suits you.

Accessibility support