Accessing our website

We know how important it is for you to be able to access what you need online. Find out how we build our website to make sure anybody can use it.

Online accessibility

So much of what we need to know or do is online these days. To help you, we make sure our website is user friendly for everybody. This means that:

  • We use the W3C standards for HTML and CSS.
  • We are working towards AA level of the Web Content Accessibility Guidelines 2.2.
  • The Digital Accessibility Centre test how accessible our online content is. Their process includes over 800 hours of testing by disabled users. They also have experts who run manual tests.
  • We have built Signly into our website. This lets you access our content in British Sign Language.
  • Some documents are in PDF format and we'll tell you where this is the case.
  • All our images have alternative text to describe them to you. This means that even if you can’t see the image, you’ll still know what it is.
  • We use strong colour contrasts to make sure that text is clear to read.
  • We use plain English, which is easy to understand. We avoid using jargon where we can and explain it when we can't.

While we do our best to make sure you don't have any problems using the website, we know that might not always be the case. We are always working to fix these issues, to improve your experience.

Useful information for screen reader users

You can use screen readers like JAWS or Zoomtext on our website on a desktop computer. We build our site with these in mind.

  • Every section on a page has a heading that your screen reader can identify.
  • We use descriptive link text that tells you what the link is for. If we can't, we'll include additional text before or after the link, which can be picked up by your screen reader.
  • To access PDFs on our site with a screen reader, you'll need to make sure you have Adobe® Reader® version 5.0 or later.
  • If you find a PDF which cannot be accessed by your screen reader, please let us know. If we need to, we can send you the document in a different format.
  • We do use some JavaScript. If you have this turned off because it causes problems with your screen reader, try updating your screen reader.  Or you can try using another screen reader, such as the free tool NVDA.

Specialist help and support

If you find it hard to use your device, AbilityNet can help.

Their My Computer My Way website has lots of advice on how to make your phone, computer, or tablet easier to use. It has step by step guides on how to adapt your device to meet your needs.

AbilityNet also offer free help on how to use your devices if you have a disability. You can call them for free on 0300 180 0028 if you would like more information.

Browser settings

JavaScript

We do use some JavaScript. Most of the time the website will work perfectly well without it, but occasionally JavaScript may be required. If you have it switched off, we’ll prompt you to switch it on when you need it.

Browser updates

We’re always improving our site and adding new features. Sometimes that means things might not work properly if your browser is out of date. It’s also important to keep your browser up to date to protect yourself.

If you need support with using your browser, such as changing the text size, find it at the links below:

Chrome

Firefox

Safari (Apple devices only)

Edge (Windows 10 only)

Our Mobile Banking app

Our app lets you manage your account without having to visit a branch or call us.

Discover what more you can do with our Mobile Banking app.

To make it easier for everyone to use it, we have various accessibility options to support you. For example:

  • iOS VoiceOver and Android TalkBack if you are blind or partially sighted.
  • Touch ID and Facial Recognition allow you to log on without having to remember your password.
App accessibility options

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Support at home

We have useful services and information that can help you manage your account from home or on the go.

Remote banking support

In branch support

We do our best to make appointments suit you and have information and equipment which can help.

Support in branches

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.

Support options

Accessibility and disability support

More information on how we can help.

Accessibility support

Accessibility and disability support

More information on how we can help.

Accessibility support