Go paper-free
Amend paper-free preferences for your statements and correspondence.
Blind or partially sighted
Support to make banking easier if you are blind or partially sighted.
Changing the size of text
To change the text size for all other web pages, select the link for your browser from the list:
Safari (Apple devices only)
Edge (Windows 10 only)
You can also visit our website accessibility page for more help and information.
Accessible formats and online forms
Accessible statements and letters
We can send you statements and some of our letters in:
- Braille (Unified English Braille)
- Large print (Arial font size 20)
- Audio CD
- Coloured paper or different font sizes.
We can give you Easy Read guides for current and savings accounts. These use pictures and simple words to help you.
Download the Easy Read guide to use with your statement:
Current account statement Easy Read guide (PDF, 954.6KB)
Credit card statement Easy Read guide (PDF, 2.4MB)
Loans statement easy read guide (PDF, 1.4MB)
We can also give you large print cheque books.
Just let us know at a branch or give us a call. Or you can select your accessibility options in the 'Profile and settings' menu in online banking or the app.
We'll aim to send you everything in the format you choose. If you get something that isn't, give it back to us and we’ll get it transcribed for you.
Online forms
We give additional guidance where applicable in our online forms to help you complete them. Some of our forms time out when you haven't used them for a while. We do this to keep your details safe. We'll give you a 20 second warning if this is about to happen, otherwise it could mean you lose what you've already done. If you're using our Mobile Banking app, you can set how long it is before your app times out.
Using your card
Accessible / Touch Cards
Our credit and debit cards are designed for ease of use by everybody. Debit cards have three tactile dots and Cashpoint® and savings cards have six tactile dots. Credit cards have a notch on the bottom of the card.
Our numbers on our flat printed cards are bigger, bolder and longer lasting and have improved contrasting colours for easier reading.
Older flat cards don’t have these features. If you’d like an accessible card, you can order a replacement card.
At a cash machine
Our Cashpoint keypads and screens are easy to use. There are raised dots on the number 5 of the keypad so you can feel where the numbers are. Use your hand to keep your PIN safe.
You can also select the audio function (Talking ATMs) on our Cashpoints. Just plug in your standard headphones to hear what's on the screen. Some of our older Cashpoints don't offer this service at the moment, so we're updating them.
Ask any one of our branch team or call us to find your nearest Talking ATM.
Making a payment
If you find it difficult to use or remember your PIN you can:
- Get a chip-and-signature card. Just call us or ask us in branch for one.
- Use a contactless card to buy items up to £100.
- Use a smartphone for contactless payments, using Apple Pay or Google Pay.
Trusted Person Card
If you need some support but don’t want to hand over control of your finances, we can provide a Trusted Person Card. This is a debit card linked to your personal current account. You can give it to someone you trust to shop for essentials or withdraw money from a Cashpoint® for you.
Managing your account online or in the mobile banking app
The app can help you manage your account in a way that works for you. You can do the following:
- Card freezes – freeze your transactions and limit your account abroad.
- View card details – view and use your debit card number, expiry date and security code to make online purchases without the need to have your card to hand.
- View card PIN – if you can't remember your PIN, you can view it in the app.
- Pay in a cheque in the app – save a trip to branch (up to £10,000 per cheque and £10,000 total per day).
- App Notifications – get alerts to keep track of your spending and money paid in and out of your account.
- Fingerprint or Face ID – Log on securely without needing your password.
- Payment Confirmation – when you pay a person or a bill through the app, you can share the receipt once the payment has been sent.
Find out what else you can do online with the app and online banking.
Call us
If it's hard to remember your password we can help:
- You can confirm your identity by using your voice in Telephone Banking. You'll need to set up our Voice ID feature to do this. If you’re eligible and hold a bank, savings or credit card account with us, you can set up Voice ID.
- Call us from the app, using your registered mobile number. You’ll log in securely, so you don't need to remember any passwords.
Visiting our branches
Appointments
If you have an appointment with us, we can make it easier for you:
- We can arrange for deaf and blind manual interpreting for your appointment, just ask when you book.
- We can arrange longer appointment times. We'll take the time to explain things and make sure you understand.
- You can have your appointment in a private and quiet meeting room.
- If you have a support worker, they're welcome to come to your appointment with you.
- You can take paperwork home to read and decide in your own time. You can then come back to complete what you wanted to do.
- You can do some types of appointments from your home by video call.
Equipment available
If you find it hard to use your hands, sign your name or read information, we have some things that can help. Just ask one of our branch team:
- Easy grip pens
- Signature stamps can be ordered
- Cheque book templates can be ordered
- ID verification letters - prove who you are without a signature can be ordered
- Magnifying sheets
- Coloured acetate sheets. Some colours are held in branch and others can be ordered.
Sunflower Lanyards
We know that not all disabilities and long-term health conditions are visible. That's why we use the Hidden Disabilities Sunflower Lanyard in all of our branches. If you're wearing one, we'll know that you might need a little more help.
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Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, 7 days a week.