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 the same access, facilities and treatment as anyone else - 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.

Find out about the different ways we can help

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 touch