Your support options

The easy read guide is a combination of short, jargon-free sentences with simple, clear images to help customers understand the words used in their statement. This document is to help customers who may experience difficulties with reading and understanding banking terms. 

Download our easy read guide to use with your statement:

• Current account statement easy read guide (PDF, 860.8KB)
• Credit card statement easy read guide (PDF, 3.6MB)
• Loans statement easy read guide (PDF, 500KB)
• Mortgages easy read guide (PDF, 1.7MB)

Please contact us using the details on this page below for help or support with accessibility.

We'll send you audio CDs so you can listen to what we've sent. Choose this option if you have trouble reading print.

We'll send your letters and statements in Unified English Braille (UEB).

We'll send you letters and statements with very large print and lots of spacing.

If there's anything else you'd like to tell us about that could help you and it's not on the list, let us know in person or over the phone. We’ll let you know if we can do it for you. 

We'll arrange for a BSL interpreter to be at your branch appointments.

If you’re Deaf and use BSL, we can provide an RNID interpreter. Or, you can arrange to bring your own qualified interpreter along.

You may also find our Signly and SignVideo services useful.

We’ll make sure our colleague’s face is fully visible to you and/or your lipspeaker when we meet. And we’ll take care to enunciate words and syllables visibly and clearly.

We’ll make sure you’re served at branch counters fitted with an induction loop. This will boost our colleague’s conversation, so you can hear things clearly over any background noise.

We’ll treat you sensitively and patiently if you find it difficult to speak.

We appreciate this may be because of illness or injury such as Parkinson's disease or a stroke – or because of a stammer or other speech impairment.

You don’t need to explain. We’ll go at a pace that suits you and take the time to listen.

In branches, we can talk in a quiet area away from other people, if you prefer.

We'll talk to you about your mobility if you have difficulty walking, or use a wheelchair or other mobility aids.

We’ll make sure we provide what you need to come into and move around our branch.

We can also provide personal assistance while you’re in the branch – perhaps a seat while you’re queueing, or help to access and use our services.

If there's anything else you'd like to tell us about that could help you and it's not on the list, let us know in person or over the phone. We’ll let you know if we can do it for you. 

We'll arrange for a BSL interpreter to be at your branch appointments.

If you’re Deaf, hard of hearing or deaf-blind, we can provide either our own trained colleague or an RNID interpreter.

You may also find our Signly and SignVideo services useful.

When you phone us, we'll know in advance that you're using this. We'll phone you through Relay UK, so you can type and read the conversation. 

We recognise that you may be Deaf or hard of hearing, or have impaired speech. We’ll give you time to read what we say, take it in and reply.

When calling, opening hours for specialist departments still apply, but main service lines are open 8am - 8pm, seven days a week.

We’ll treat you sensitively and patiently if you find it difficult to speak.

We appreciate this may be because of illness or injury such as Parkinson's disease or a stroke – or because of a stammer or other speech impairment.

You don’t need to explain. We’ll go at a pace that suits you and take the time to listen.

You can also use the Relay UK service if you prefer, find out more on the Relay UK website.

If there's anything else you'd like to tell us about that could help you and it's not on the list, let us know in person or over the phone. We’ll let you know if we can do it for you.