Deaf, hearing loss or speech impairment

Online Banking lets you do your banking in your own time, without having to visit a branch or phone us. It’s safe and it gives you complete control of your accounts with us. It’s been awarded the AbilityNet Accessibility kite mark.

You can adjust the size of text and screen contrast when you’re logged in, as well as change your computer settings to give you a better experience.

It’s free to register for Online Banking, and once you have, you can do almost everything you can in a branch, with clear guides to help you at any point. Just register online or call us. You can use our Text Relay service if you prefer.

Find out how you can change your device settings to make it more accessible.

Passcode and memorable word

You can use a passcode and memorable word to log in to Online Banking, instead of PINsentry. Just choose that option on your Online Banking homepage we’ll ask you to enter your code and 2 random letters from your memorable word. You can also save this as your preferred log-in method.

For security reasons, some features of Online Banking are only available if you log in with PINsentry. See our PINsentry FAQs  for more information.

You can choose your own passcode and memorable word in 2 ways:

1. Selecting ‘I’ve forgotten my log-in details’ on your Online Banking homepage.
2. Logging in and selecting ‘Change my passcode & memorable word’ under ‘Customise my site’.

Then just follow the on-screen instructions.

If you use a lip speaker, you can now contact us by Telephone Banking and have your lip speaker speak on your behalf.

Before using this service, you’ll need to let us know that you use a lip speaker service, this is so we can add a confidential care indicator to our information about you.

Make sure you have the right mobile number registered with us.

Call us when you’re with your lip speaker and have them speak on your behalf.

After passing some initial security questions, we’ll text you a one-time passcode to the mobile number we have for you. Your lip speaker will need to give this passcode to our team so we’ll be able to help.

If you have a Textphone (also known as a Minicom) or computer with the appropriate software, you can use our Relay UK service that’s replaced Text Relay or Next Generation Text (NGT), to access a wide range of our services. This can assist if you’re deaf or have any difficulty with hearing or speech.

Just dial 180012 from your Textphone or computer and then enter the phone number you want to reach. An operator will join in the call and read your written request to us.

The operators are bound by confidentiality and are acting on your behalf, so you can share the secure details needed for identification and verification questions.

Most of our branches have private meeting rooms and accessible quiet areas, so you’ll have a comfortable space to talk to us.

We also offer longer appointments, so we have plenty of time.

If you’d like these, just let us know when you book your appointment.

To help us tailor your banking to your needs, you can let us know if you have any specific requirements. We’ll then add a discrete and confidential note to your account, so we’ll know about this whenever you want to speak to us or visit us in person.

Our indicators include

• Dexterity
• Reading, or understanding words or numbers
• Hearing
• Hearing – lip reader
• Hearing – sign language
• Mobility
• Memory
• Speech
• Speech and hearing
• Speech – synthetic voice
• Visual – audio letters
• Visual – large-print letters
• Visual – Braille

We’ll never use this information for any reason other than to improve our service and tell you about new services that you might find useful.

Just let us know if you feel that any of these categories reflect your requirements and we’ll take care of the rest. You can also ask us to remove this information at any time.

Fixed and portable hearing-induction loops act as transmitters that cut-out background noise. This can make communicating with branch staff easier if you have a hearing aid.

You can check your hearing aid is compatible by looking for the setting marked ‘T’. If it is, set it to this position. Our staff will make sure the hearing-induction loop is switched on and you’ll be able to communicate straightaway.

All of our branches and meeting rooms have at least one counter position or room with a hearing-induction loop fitted and one portable device. If you have any problems locating or using it, just ask a member of staff.