Bank of Scotland: Building an inclusive bank

At Bank of Scotland, we are working hard to build a bank that is truly representative of modern Scotland for all of our customers, communities and colleagues.

Being by the side of all our customers means that we speak up and act when something causes harm and offence. We look for ways to be an ally to all our customers and colleagues.

We have and will take action against discrimination and violent or offensive behaviour, whether racist, sexist, homophobic, transphobic, ageist or ableist, regardless of whether this happens in our branches, offices, over the phone or online on our social media channels. Such action may include referral to the police, being removed from premises, having calls terminated or in closure of an account. 

We are committed to creating a safe environment for colleagues and customers and will strive to do the right thing for the communities we serve.

How we support customers and colleagues

Accessibility and disability

  • We have adapted our services to provide you with support and guidance for your needs, whether visible or non-visible.
  • We launched the Hidden Disabilities Sunflower Lanyard scheme across all our UK branches.
  • We work with Digital Accessibility Centre (DAC), to check that our websites and Mobile Banking app are accessible to all.
  • We offer SignVideo interpreting service, which enables our deaf customers to communicate with us via sign language.
  • We provide internal training, to increase colleague awareness of long term health conditions, visible and non-visible disabilities.
Accessibility and disability

Mental health

  • Together with Mental Health UK, we are tackling stigma, raising awareness and equipping customers and colleagues with tools to look after their mental health, so they can live their best possible lives.
  • Our independent charitable Foundations provide funding and support to small and local charities that are supporting people with mental health conditions, helping thousands of people to change their lives for the better.
  • We have trained Mental Health Advocates across our branch network offering wellbeing support to other colleagues.
  • We have partnered with the Money and Mental Health Policy Institute and have achieved the Essentials level in their Mental Health Accessible Programme. As a result, our colleagues are able to better understand and support customers with mental health conditions.
  • We provide internal training to all our colleagues to increase awareness and understanding of mental health and signpost specialist support services.
Mental health support

Race and ethnicity

  • Our independent charitable Foundations provide funding and support to many small and local charities who are led by and for Black, Asian, and Minority Ethnic communities, helping people to break or prevent the cycle of disadvantage.
  • We strive to create a fully inclusive culture for all customers, colleagues and communities.
  • We developed a Race Education Programme to help all colleagues hold brave conversations about race, promoting awareness, allyship and action, with customers and colleagues.
  • Our race and ethnicity colleague network REACH, creates a truly inclusive environment by giving professional development and support for colleagues from different racial, ethnic and cultural backgrounds.

Sexual orientation and gender identity

  • We actively support and celebrate Pride season and decorate our branches to celebrate and support greater LGBT+ inclusion.
  • We actively raise awareness and encourage support for other key LGBT+ awareness days during the year, to create a welcoming environment for all our LGBT+ colleagues and ensure our allies are educated and visible in their support.
  • We are committed to providing a safe and supportive environment for customers and colleagues, and the way in which they wish to express their gender identity.
  • We give our branch colleagues the option to add their preferred pronoun to their name badge, as another way of helping everyone feel welcomed and valued for how they identify.
  • We have trained LGBT+ Mental Health Advocates across our branch network offering wellbeing support to LGBT+ colleagues.
  • Our LGBT+ colleague network Rainbow, creates a truly inclusive environment by giving professional development and support for LGBT+ colleagues.

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