Deaf or hearing loss

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

Signly logo

Signly

To view British Sign Language (BSL) translations of this site, select the 'On' button below. If a page has not been translated yet, select 'Request Translation' and we'll provide a BSL version in less than a week.

The service is free to Deaf users. It is signed by qualified sign language translators.

You will need to enable cookies on your device for this service to work.

Signvideo logo

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 talk to one of our advisers. Instructions on how to use it are there in BSL. The service is open Monday to Friday 8am–8pm and 8am-1pm Satuarday . You can use SignVideo from your PC, tablet or mobile phone. (Network charges may apply.)

 

Relay UK

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

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

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

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

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

Contact Us

Contact Us

If you're popping into a branch, check our Contact Us 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

Accessibility and disability support

More ways we can help.

Accessibility and disability

Website accessibility

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.

Mobile Banking: Mobile Banking is available to Online Banking customers. We don’t charge you for Online Banking but your mobile phone provider may charge for some services. Please check with them. Phone signal and functionality may affect services. Terms and conditions apply.

Mobile Banking app: Our app is available to Online Banking customers with a UK personal account and valid registered phone number. It’s only available to iPhone and Android users. Minimum operating systems apply, so check the App Store or Google Play for details. Our app does not work on jailbroken or rooted devices. You must register your device.

Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Google Play is a trademark of Google LLC. Terms and conditions apply.