Support we offer in our branches

We want our branches to be accessible for everyone. Here you’ll find information and services to help make your branch experience better.

Appointments

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

  • We can arrange longer appointment times. We'll take the time to explain things and make sure you understand.
  • We can arrange for Deaf and blind manual interpreting for your appointment, just ask when you book.
  • 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.

Cashpoint®

Our Cashpoint® keypads and screens are easy to use. You can also select the audio function (Talking ATMs) on our Cashpoints. Just plug in your standard headphones to hear what's on the screen. Some of our older Cashpoints don't offer this service at the moment, so we're updating them. 

Ask any one of our branch team or call us to find your nearest Talking ATM.

Equipment available

If you find it hard to use your hands, sign your name or read information, we have some things that can help. Just ask one of our branch team:

  • Easy grip pens
  • Signature stamps
  • Cheque book templates
  • ID verification letters - prove who you are without a signature
  • Clipboard for signing documents
  • Magnifying sheets
  • A template pack including a bank note gauge, address and card template
  • Coloured acetate sheets

Branch Set up

We want to make our branches easy for you to use. Some of the ways we do this are:

  • We welcome assistance dogs.
  • We have low-level or sliding counters.
  • There are walking-stick holders at our counters.
  • Some of our interview rooms have wheelchair access.
  • We provide seating areas.
  • Some branches have lifts.
  • Some branches have low-level Cashpoint® machines.

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.

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.

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.

Contact us in a way that’s best for you

SignVideo

Speak to us securely and live through our SignVideo service.

SignVideo

Message us

Send us a message in our Mobile Banking app.

Visit us

If you prefer to visit us, you can check what accessibility services we have at the branch first.

Branch Finder

Call us

Talk to one of our team about your account or our products and services.

Call us

Further support

Supporting someone else

We want to make it simple for you to care for and support someone close to you. A Trusted Person Card could help.

Additional 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.