Accessibility Services

Digital accessibility

Digital Banking Services

We're committed to providing digital experiences that are accessible to all our customers.

Our aim is to meet the Web Content Accessibility Guidelines (WCAG) 2.0, which have been developed with individuals and organisations around the world with the goal of providing a single international standard.

As part of our commitment, we recently reviewed our digital banking services – including our website, Internet Bank and Banking app - in partnership with specialists at the Digital Accessibility Centre.

This review has given us a firm direction in terms of what we need to keep doing, and what we need to fix as quickly as possible.

We know some of our older content and applications aren’t as good as they could be - and we are working very hard to resolve this.

We've partnered with people with disabilities and other accessibility experts as part of our efforts to improve our digital services. We're also exploring the benefits of various automated tools.

We'd also really welcome your help with our improvements.

Please do get in touch with any feedback or advice that will help us reach our goal.

Our website

We have made considerable efforts to make our website compatible with assistive technology that has been designed to make sure our content is available to everyone. This technology includes screen readers and tools that magnify the screen.

Our recent review with the Digital Accessibility Centre helped us to identify several issues with some of our content and applications and we are working very hard to resolve this.

In the meantime, if you have any issues with an online application, you can apply in one of our branches, or contact us using the numbers on this page. 

Our Mobile Banking App

The app is designed to work with native accessibility features that come with iOS and Android devices including:

  • VoiceOver and TalkBack screen-reader services that are built in to the phone’s operating system
  • Zoom capability (so content can be magnified)
  • Accessibility gestures to enhance experience for those with physical or motor challenges
  • Invert colours that helps users with low vision and reduce screen-glare issues

The app has five main areas, which are accessed from main menu icon in the top right corner of the screen:

  • 'Your Accounts' - for accessing information (such as transactions), and starting account-based tasks - for example, managing your overdraft.
  • 'Payments & Transfers' - where you can move money between your accounts and send money to people and organisations you've paid before.
  • 'Products & Applications' - where you can apply for Nationwide products
  • 'Details & Settings' - where you can manage some personal details and app settings
  • 'Help & Contact Us' – which provides useful information and ways to contact Nationwide

We are always looking at improving our accessibility and to resolve issues as soon as possible.

Please do get in touch with any feedback that will help us improve your experience on the App.

Our Internet Bank

Accessibility features of our Internet Bank:

  • 'Skip to' navigation links.
  • Form fields with associated label tags.
  • Support for screen reader technologies, keyboard navigation, and commonly-used access keys.
  • Alternative colour themes including High Contrast.
  • Clear link phrases used throughout (no 'click here' links).
  • Web pages styled using Cascading Style Sheets (CSS).
  • Text equivalent versions of our internet banking demos and statement graphs.

Known issues on our Internet Bank

The Internet Bank is compliant with W3C Web Content Accessibility Guidelines version 2.0 to level AA, with some exceptions that we're working on:

  • Screen reader users may have difficulty reading some pages as some headings appear in an illogical order throughout the Bank
  • The'go' buttons within in the 'view upcoming payments' page cannot be tabbed to
  • Some areas have poor visible focus when tabbed to, depending on browser used
  • The tab order appears illogical in certain areas of the site
  • Some PDF links, such as statements, do not notify the user that they are PDFs in the link description
  • Mandatory fields are not currently notified to screen reader users in all areas. However we recommend to complete all fields as it is important data
  • Screen reader users may have difficulty in reading the timeout and logout layer. We advise that screen reader users use the headings dialogue by pressing Ins+F6 to navigate to the layer, or Ins+F7 to bring up a list of links within the layer to either remain logged in or choose to log out
  • The 'Products' area has low colour contrast when choosing the 'High contrast' theme. We advise that users follow instructions on how to set their own style sheet or by disabling colour within the browser

Alternative ways to call us

Telephone:
0800 30 20 11

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

Textphone to Textphone:
0800 37 80 01

7 days a week: 8am - 8pm

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