Accessibility and Disability

Your banking is important. Let’s make it as easy as we can.

We want all of our customers to have an excellent service. So, you can expect equal access, facilities and treatment - and whatever is easiest for you.

We do lots of things to make sure this happens. Most of our branches are open plan so it's easy to get in and out, and to move around inside. Most of them also have a reception desk. You can sit down and speak to us about what we can do for you. Our staff will be able to answer your questions and help as best we can.

We are also happy to give you any extra help if it makes things easier for you.

If you have a disability or just need some extra support

If you find it difficult to use one of our services due to ill health, a disability or a recent emotional or financial shock which has affected your finances , telling us will help us support you.

You can tell us about your personal situation at one of our branches, by phone or by secure message. If using these are difficult for you, you can tell us online instead.

To fully understand your needs and the impact on you, we will ask some questions. We can then give you support personal to you. We can also give you details of where you can get additional help if you need it.

To save you having to tell us again, if you say we can, we will make a record of what you’ve told us. There are some areas where we can't record this yet but we are working to improve that.

Find out how we use you data here.

Ways you can bank with us

We are always trying to find new ways to make banking simple, and to give you more support should you need it. New technology is also regularly being introduced, making it easier for you to bank with us.

We try to make sure banking is easy for people of all abilities and needs and we'll gladly give you any support we can. It's the same if you have a disability or impairment, or would just like a bit of extra help.

Learn more about how you can bank with us

Our service promise

If you want to complain you can do so securely onlinego to your nearest branch or call us 0800 072 8668 or +44 0131 278 3729 from outside the UK. Calls may be monitored or recorded.

If you have a hearing or speech impairment, you can also contact us by Next Generation Text (NGT) or Textphone. Go to How to complain for more details on all options.

Not happy about something?

Please tell us if there's something we're not doing right for you, or if you want to make a complaint. We're here to listen, and to help as best we can.

Get in touchIf you think we're not doing it right don't hesitate to get in touch