Your support options

Make us aware of what we can do to make banking better for you.

Everyone’s different – but we think all our customers should expect the same care, service and facilities as each other.

So, now you can tell us which things would make banking that bit easier, just for you. 

We’ll put the changes in place, where we can. And keep a note of your wishes, so you won’t have to tell us again.

How we can help

We want to make things as convenient for you as we can. And we can make lots of simple adjustments to suit you, whenever you need to: 

  • Come and meet us at a branch
  • Talk to us by phone or video
  • Be sent letters and documents.

Read on for more details about the different kinds of support. Then tell us which ones you’d like us to do.

How it works

This is a free service and open to all our customers. Here’s how to use it:

  1. Read our list of adjustments and support services.
  2. Decide which ones are right for you.
  3. Tell us once – online, in branch or by phone.

We’ll put the info on our central system for all our colleagues. They’ll refer to your choices whenever they come into contact with you or work on your account.

Choose what you want

If you have Internet Banking or use our mobile app, now you can tell us what support you need from us. Below you can read about the adjustments and support services we can help with. Then just let us know which ones you’d like – online, at a branch or by phone. We’ll be sure to provide the service you need, with the care you’d expect.

We’re always adding to this list. And you can change your choices at any time you like.

  • 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.

    We may not be able to offer some services during longer opening times. If not, we’ll tell you when you call. Read the full list of textphone numbers and opening times.

  • 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. 

  • 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. 

I need help with something else

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. 

How to set up your choice

On the web

  1. Log on to Internet Banking.
  2. Go to ‘Your profile’ in the top row.
  3. Select ‘Change your support options’.
  4. Choose and confirm your options.

In the app

  1. Log on to the app
  2. Select the profile icon in the header.
  3. Go to settings and scroll down.
  4. Under ‘How we contact you’ select Accessibility options.
  5. Choose and confirm your options.

In branch

  1. Go to a branch with your ID
  2. Tell one of our colleagues about your choices.
  3. We’ll take care of the rest.

By phone or video

  • Call us on 0345 300 0000, 24 hours a day, seven days a week.
    Not all Telephone Banking services are available 24 hours a day, seven days a week.  Please speak to an advisor for more information.
  • Use Relay UK – dial 18001 then 0345 300 0000
  • Use BSL SignVideo Interpreting Service
  • Answer a few security questions to confirm your ID
  • Our colleague will go through the options with you.

What to expect if you come into a branch or call us

We need to be really sure that it’s you asking for changes, so please bear with us. Here’s what will happen: 

  1. At a branch, you’ll need to bring some ID – a driving licence, passport or similar.
  2. We’ll ask a few simple questions about you and your account to confirm things.
  3. Once that’s done, we’ll go through the support choices you’d like to make. 
  4. The colleague you talk to will update our system as you go.

Further support

Accessibility and disability support

More ways we can help.

Accessibility and disability support