Accessibility Services

Accessibility Services

We want to make it easy for everyone to use Nationwide’s products and services and are working hard to continually improve our accessibility for people who have a disability or long-term health condition.

There are a number of services that we already provide to make sure that Nationwide is accessible to all.

Large print, Braille and audio CD communications

We can provide the following items in large print, Braille or audio CD:

  • Account statements
  • Debit card, credit card and savings card Personal Identification Numbers (PINs)
  • The letter sent with a debit card, credit card and savings card
  • Internet Banking passcode
  • Telephone Banking passcode

If you are in the process of opening a new current account or savings account with Nationwide and need letters to be in large print, Braille or audio CD, please tell us at the time of opening your account in branch or over the telephone, so that we can make sure you start to receive letters in your chosen format as soon as possible.

If you are in the process of opening a new Nationwide credit card account, and need letters to be in large print, Braille or audio CD, please tell us at the time of opening your account in branch or over the phone, so that we can make sure you start to receive letters in your chosen format as soon as possible.

Please be aware that your new credit card PIN, and the letter accompanying your new credit card, will initially be sent to you in standard print. Once these have been received, you can call our Credit Card Service Team on 0800 055 66 11 (UK) or +44 2476 43 89 97 (abroad) to request replacements in your chosen format.

If you are an existing customer and need to tell us for the first time that you require large print, Braille or audio CD letters, or need to change the information that we already hold about you, then you can do so in branch or over the telephone.

In addition, you can ask in-branch or over the phone for a large print, Braille or audio CD version of a Nationwide leaflet to be posted to you.

The telephone numbers to contact us on are:

Telephone: 0800 30 20 11

Telephone via Text Relay: (18001) 0800 30 20 11

Textphone to Textphone: 0800 37 80 01

Alternative ways to call us

You can contact us 24 hours a day, 7 days a week, 365 days a year

  • Telephone: 0800 30 20 11
  • Telephone via Text Relay: (18001) 0800 30 20 11
  • Textphone to Textphone: 0800 37 80 01

Talking ATMs

During 2013 and 2014, Nationwide made over 1,200 of its ATMs talk! Over 80% of our ATMs now have speech functionality to help people with sight loss to securely carry out ATM transactions using their own headsets or earphones.

Text Relay and Textphones

Our telephone team can be contacted using the Text Relay service on (18001) 0800 30 20 11.

Or you can contact us directly from textphone to textphone on 0800 37 80 01.

Both of these services can be used 24 hours a day, 7 days a week, 365 days a year.

Interpreters for deaf or hard of hearing customers

Nationwide has partnered with SignVideo to give deaf customers access to an online interpreter which lets them speak to us using British Sign Language (BSL) via PC, smartphone or tablet.

Find out more

For branch appointments, we can arrange – with prior notice – for a qualified interpreter to be available to accompany you. We can provide British Sign Language interpreters, lip-speakers, speech-to-text reporters, deafblind interpreters and note-takers. Your branch will arrange the interpreter through Action on Hearing Loss (formerly the RNID).

Induction (hearing) loops in branches

All branches have at least one counter position with an induction loop that is clearly indicated by an induction loop sign, and at least one portable induction loop for use in appointment rooms and in other areas of the branch.

Induction loops improve sound quality for people with hearing aids with a T setting.

We are also increasing the number of induction loops in our new and refurbished branches.

Help us to help you

Member of Nationwide staff helping a customer

We want to give all our members the very best service every day.

As a member, you may feel that we can improve the service we give you. We'd really like your help to show us how we can do things better. So, if you have an idea about improving our service please don't keep it to yourself, complete our Customer service improvement form. We promise to listen and we will let you know if we can put your idea into action.

Helping Hand units in branches

We've equipped all our branches with Helping Hand units that contain items to assist customers who have a disability to transact with us in the branch. This includes:

  • ​magnifiers
  • pen grips
  • cheque templates
  • bank note gauges
  • clipboards and lap-pads

Simply ask your branch team if you would like to use any of these items.

Getting in, out and around our branches

Most of our branches have level access or wheelchair ramps and a power-assisted or automated entrance door. By Spring 2016, all branches will have a power-assisted or automated entrance door and all branches will have level access or wheelchair ramps, except for a small number (fewer than 7), where we have been unable to gain statutory consents or the structure of the building does not allow us to install these.

We continually review our branch design and layout to ensure that we’re providing the very best access and facilities for all our customers.

Chip and Signature cards

Chip and PIN technology has benefits for many disabled people. However, some people may find it difficult, or impossible, to use Chip and PIN terminals. If a disability prevents you from using a PIN, we can provide you with a Chip and Signature card to allow you to use your debit or credit cards without the use of a PIN.

Your local branch will be pleased to help you, or contact us on 0800 30 20 11.

A Chip and Signature Card will allow you to make purchases in shops with your debit or credit cards, using your signature as means of identification instead of a PIN.

Because all cash machines require the entry of a PIN to withdraw money, we allow our Chip and Signature cardholders to make cash withdrawals at our branch counters (including below our usual £100 counter-limit) - just tell your branch that you have a Chip and Signature card.

When a Chip and Signature card is used in a shop, their card terminal (into which a PIN would otherwise be entered) will recognise that this is a signature card that requires a signature to authorise the transaction and, instead of asking for a PIN to be entered, will produce a paper slip for you to sign.

Digital accessibility

Setting up your browser

Access keys

SignVideo service