Accessibility Services

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).

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.

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.

All branches have a power-assisted or automated entrance door and all branches 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 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.