We support the needs of all our members. If you’re having any difficulty using our online tools and services, here is some information that may help. We’re committed to improving the accessibility of our digital services so everyone can access what they need to online.
If you haven't found what you needed on our website, please get in touch in a way that you prefer.
We don't have a dedicated email address but here are the ways you can contact us:
Speak to a member of our team:
Monday to Saturday and bank holidays, 8am to 8pm.
Sundays, 9am to 5pm.
For text-to-speech and speech-to-text services:
7 days a week, 8am to 8pm.
Use SignVideo to make British Sign Language (BSL) interpreted calls with a qualified and registered (NRCPD/SASLI) interpreter.
Monday to Friday, 8am to 6pm.
Closed weekends and bank holidays.
Visit us in branch
Prefer to speak in person? Our colleagues in branch are always here to help you.
Speak to Arti, our virtual assistant.
Monday to Sunday, 8am to 7.45pm
Closed bank holidays
To start a chat, visit our Contact us section and select the Chat with us button at the end of the page.
Can't find the Chat with us button?
This could be because it's outside the opening times or your browser's privacy settings are stopping it from loading. Try changing your settings or using a different browser or device.
Improve your website browsing experience
Making adjustments to your device or browser can help improve your experience.
AbilityNet and the Web Accessibility Initiative offer practical tips based on your needs. These include adjusting audio, enlarging text or helping with specific symptoms like hand tremors or conditions like dyslexia.
Customise your device
AbilityNet offers simple 'how to' guides to help make your device easier to use. The step by step instructions explain how to adapt your phone, computer or tablet to meet your needs.
You can filter by impairment, adjustment, condition or symptom.
Improve your website experience
If you're finding it difficult to interpret text, click controls or access audio and videos, you can adjust your computer to improve your web browsing experience.
Web Accessibility Initiative offer resources to help you customise your website browser and computer setup.
Working with the Digital Accessibility Centre
We work with the Digital Accessibility Centre (DAC) (opens in a new window) to check that our website and app are accessible for all members.
DAC reviews us annually, ensuring parts of our website are tested by people with a range of disabilities. Our most recent accreditation was awarded on 13 May 2022 showing that our website can be used and understood by most people.
How we improve our online accessibility
We want all of our members to find our online services easy to use.
To do that, we aim to make our website as accessible as possible, so it's user-friendly for everyone. This means that we:
- Meet the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA standard
- Test our online services with users with a range of abilities
- Make sure our website and Banking app work with commonly used assistive technologies including speech recognition tools, screen readers and screen magnifiers
- Tell you how big the file size is when showing information in PDF format
- Explain when a website link will open in a new window of your browser
- Use alternative text to describe what our non-decorative images are showing
- Use strong colour contrasts so text is always easy to read
- Write in plain English and explain technical terms when we have to use them
Think we could improve?
If you couldn’t find what you needed or think something could be better, please get in touch. Your feedback will help us to improve our online services so they are accessible to more people.
Submit a comment using our Was this information helpful? section below.