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Deaf or hearing loss

Ways we can help make banking easier if you are Deaf or have hearing loss.

Signly logo

Signly

For pages that haven’t been translated yet, select ‘Request Translation’ and a BSL version will be created in seven days or less.

The service is free to Deaf users. It is signed by qualified sign language translators.

You will need to enable cookies on your device for this service to work.

Signvideo logo

BSL SignVideo

If you’re Deaf and a British Sign Language (BSL) user, you can talk to us live through a BSL interpreter online. Our BSL SignVideo service gives you a video chat link to talk to one of our advisers. Instructions on how to use it are there in BSL. The service is open Monday to Friday 8am–8pm and 8am-1pm Saturday. You can use SignVideo from your PC, tablet or mobile phone. (Network charges may apply.)

 

Find out more about SignVideo

Relay UK

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

Secure messages

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

Appointments

If you have an appointment with us, here's some ways we can make it easier:

  • You can request for an interpreter to come along to your appointment, just ask when you book. This could be British Sign Language (BSL), Lip Speaking or Deaf & Blind manual interpreting. 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 for you. 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.
  • Some appointments can also be done 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 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.

We also welcome assistance dogs in all our branches.

Your support options

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

Support options

Branch Finder

If you're popping into a branch, check our Branch Finder first. This tells you what facilities and accessibility services we have at each branch.

Hidden disabilities logo

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 bit more help.

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Accessing our website

Find out how to get the most accessible experience from this website.

Accessing our website

Accessing the app

We have some examples of the features that may improve your experience when using the mobile banking app.

Accessing the app

SignVideo interpreting service

SignVideo gives our hearing impaired customers easy access to an online interpreter enabling them to communicate with us using sign language.

SignVideo

Accessibility and disability

Supporting your needs so you can bank with us in a way that suits you.

Accessibility support

Accessibility and disability

Supporting your needs so you can bank with us in a way that suits you.

Accessibility support

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