Deaf or hearing impairment

Web chat

You'll see web chat appear in more and more places on our website. A small box comes up on your screen and asks if you want to chat to one of us. You just type in what you want to discuss with us, and the colleague at the other end replies. Web chat is a great way to bank online and talk to us at the same time. It's even better if you prefer not to use the phone, or can't get to a branch at the time.

Security checks

Sometimes we need to call you to carry out extra security checks. If a phone call isn’t suitable for you, our mobile app could be a good option.

For instance, when you set up someone new to pay using Internet Banking, we will call you to make sure it’s you. Our app has built-in extra security to keep your details safe and private. So, you can set up new payments in the app without us needing to call you.

There are other things that we need to confirm by phone too. You can often use the app to complete these security checks without having to listen or speak.

You need to be registered for Internet Banking to use the app. When you first set it up on your mobile device, that needs a phone security check too. So, we can either call you - or post you a special password, which takes a few days to arrive.

Calling us

If you have a Textphone, you can call us on any of our standard phone numbers using the Next Generation Text (NGT) service. For some services, this may mean you can contact us during longer opening times. The NGT service lets you have a typed conversation with us as normal. You simply dial 18001 and then the standard telephone number. If you prefer, you can still use our textphone lines.

If you’re Deaf and a BSL user, you can talk to us live through a BSL interpreter online. Our BSL SignVideo service gives you a video chat link between you and one of our advisers. The service is open Monday to Friday 9am–5pm.

You'll find our SignVideo service on our website. There are instructions on how to use it, given in BSL on the same page as the video link. You can use SignVideo from your PC, tablet or mobile phone. (Network charges may apply.)

Visiting a branch

There are induction loop or voice enhancement systems available in our branches. You’ll see signs in each branch to tell you where they are, with instructions to switch your hearing aid to T. Some branches also have portable induction loops for you to use.

If you’d like to have a BSL interpreter with you in branch, we will arrange that for you. Please tell your branch in advance. They’ll discuss your needs and arrange an interpreter if this is right for you. Please give as much notice as you can. We'll then confirm the appointment and that an interpreter will be there.

If you prefer to bring your own professional interpreter, we will repay your costs up to £200 for each appointment. You can ask at the branch about the process for getting your money back.

Other ways we may help:

  • Quiet areas in branch
  • Colleagues who will lip-read when they can
  • Longer appointments so you don't feel rushed
  • Welcoming assistance dogs at all our branches

Please ask any of our branch team for any help that we may be able to offer.

Our promise


Our promise is to do our best to resolve any problems you have. If you wish to complain visit your local branch or call 0800 072 8668 or +44 0131 278 3729.

How to complain