Deaf or Hearing Loss

Services which can make banking easier if you are Deaf or have hearing loss.

Contacting us

BSL SignVideo

If you’re Deaf and a British Sign Language (BSL) user, you can talk to us live online through a BSL interpreter. You can use our BSL SignVideo service to do this. This gives you a video chat link to talk to one of our advisers. The service is open Monday to Friday 9am–5pm. There are instructions on how to use it there in BSL. You can use SignVideo from your PC, tablet or mobile phone. (Network charges may apply.)

Relay UK

If you have a hearing or speech impairment you can use Relay UK. Find out more on the Relay UK website.

Secure message

If you have a question, send us a message in our Mobile Banking app and our virtual assistants will do their best to answer. Otherwise, one of our team will be happy to help. You can stop and pick the conversation back up later when it suits you, as long as it's within 13 months.

Visiting us

Appointments

If you have an appointment with us, we can make it easier for you:

  • We can arrange for an interpreter to come along to your appointment. This could be British Sign Language (BSL), Lip Speaking or Deaf & Blind manual interpreting. Just ask when you book, and please give us as much notice as you can. We’ll then confirm the appointment. 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 how to get your money back.
  • 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 with a British Sign Language (BSL) interpreter present.

Branch Set up

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

We also welcome assistance dogs in all our branches.

Sunflower Lanyard

We know that not all disabilities and long term health conditions are visible. That's why we use the Hidden Disabilities Sunflower Lanyard scheme in all of our branches. If you're wearing one we'll know that you might need a little more help.

Your support options

You can now let us know which things would make banking that bit easier for you. We’ll then put the changes in place, where we can – and you won’t need to tell us again.

Support options

Branch Finder and Mobile Branches

If you're visiting a branch, check our Branch Finder page first. This shows you the facilities and accessibility services there are at each branch.  In some areas, we also have Mobile Branches which may suit you better.

Post Office® Banking

You can use the Post Office® to deposit and withdraw cash, just as you would at any Bank of Scotland branch. You can also check basic account information, such as your balance.

Further support

Accessibility and Disability Support

More information on how we can support you.

Accessibility and Disability

Website accessibility

How we make our website accessible.

Website accessibility

Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, 7 days a week.

To use our Mobile Banking app you need to have a valid phone number registered to your account and be set up to manage your accounts using Internet Banking. Our app is available to iPhone and Android users only and minimum operating systems apply, so check the App Store or Google Play for details. Device registration required. The app doesn’t work on jailbroken or rooted devices. Terms and conditions apply.