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Deaf, hearing or speech impaired

Get help with your banking if you're deaf, or have a hearing or speech impairment.

How we can help you

Find out how to access the British Sign Language Video Relay Service and many other useful resources to help you with your banking needs. 

How to use British Sign Language Video Relay Service

An interpreter can help you communicate with us from your own home

The BSL Video Relay Service enables you to contact us using British Sign Language (BSL). The service connects you with a qualified BSL interpreter via the webcam on your device, who will be able to relay your conversation to our telephone banking advisor.

You can use the service Monday-Friday 8am-6pm (excluding Bank and Public Holidays) and it's free from your home computer or mobile device.

How do I use SignVideo services?

The first time you use the SignVideo service you'll need to download a Live Plug in. This makes sure that you have good video quality and that your calls are secure. Follow the instructions once you're connected to the Web Access page.

You'll only need to do this the first time you use the service. When you click on the 'Use SignVideo' button it will open a new window where you'll be connected to the interpreter via video. To make sure we can get you through to the right person as quickly as possible, please make sure you have all your details ready.

Text Relay

We accept calls from Text Relay. This is a useful service if you're deaf, hearing or speech impaired.

Text Relay is a national telephone relay service which facilitates calls between textphone users and someone using a standard telephone.

If you wish to contact us using the Text Relay service please use the prefix 18001 with any of our standard contact numbers (e.g. 18001 03456 00 61 61 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.

Find out more information about Text Relay services.

Hearing loops in branch

We have hearing loops in at least one counter in all of our branches. These improve the sound quality if you use hearing aids.

To use the hearing loop, turn your hearing aid to the 'T' position.

If the counter is closed or you're having problems with the loop, please ask our branch staff for help.

If you need more information on using your hearing aid with hearing loops please speak to your doctor or audiologist.

Online banking

Online banking can be a really useful way of managing your account wherever and whenever works for you.

To log on to online banking, you'll need a Secure Key. There are 2 types of Secure Key available:

Digital Secure Key

Accessed through our mobile app, there are many advantages to using the Digital Secure Key, including biometric ID which can make logging on easier. If you have a compatible iPhone, iPad or Android phone, you can access your accounts using Touch ID, Face ID or Android Fingerprint.

Physical Secure Key

We also offer a larger version of the Physical Secure Key, if you need it. This includes audio functionality and can be useful if you have difficulty pressing buttons.

If you need a Physical Secure Key, you can contact us on Chat, call us on 03456 00 61 61 or visit us in branch.

Website accessibility

We adhere to the Web Content Accessibility Guidelines 2.0, a set of guidelines stipulated by the World Wide Web Consortium (W3C) used to ensure web sites are designed and written in a way that makes them accessible to everyone. This means that:

  • We only use strong colour contrasts
  • Headings are used correctly to make them readable through screen readers
  • Links do what they say - we don't use 'click here'
  • Tables are laid out in tabular form with headings and summaries
  • We use style sheets to determine the presentation of our web site - this assists those using screen reading devices
  • Where we use images, we use alternative text so that those people who cannot see the image can read the text. These can be read by screen reading devices

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