Tell us about your needs

Different formats you can request include:

• audio CD
• braille type 1
• braille type 2
• large print (font 20)
• giant print (font 32)

Where possible, we'll send you all your statements and correspondence in this format automatically. Visit our Visual impairment support page to discover how we're helping to make your everyday banking easier.

For example, you can tell us if any of the following applies to you:

• I need help understanding my correspondence.
• I would like you to speak more slowly and clearly.
• English isn't my first language and I may need a translator.
• My voice may not sound as you might expect.
• I may contact you using a sign relay.
  
• I may contact you using a text relay.
• I would prefer not to be contacted by telephone.

If requested we’ll try to use alternative communication methods to telephone calls whenever possible.

For example: 

• Using the mobile app isn’t suitable for me.
• Using online banking isn’t suitable for me.
• I’m unable to hold a pen to sign a document.
• I need to sign for transactions, instead of using a PIN with my card.
• I need level access when visiting one of your branches (You can also use our Branch finder to find your nearest accessible branch).
• I need a large secure key to log onto your online banking.

Please see our Mobility and dexterity and Accessibility and Disability support sections to find out more about what we're doing that could help make banking easier. You can also use our Branch finder to find your nearest accessible branch.

You can request a larger physical secure key by calling the number on the back of your card, by visiting your local branch or letting us know via live chat.

Tell us if you’d like us to add any additional controls to your account.

For example, tell us if any of the following applies:

• I want to limit the amount I can withdraw from an ATM (this could be from as little as £10).
• I want to speak to you first before any lending applications are approved.
• I want all of my lending applications to be blocked automatically.

Lending applications are requests for credit, such as unsecured loans, credit cards or overdrafts.

More information on managing your finances can be found on our Money worries and Rising cost of living pages. You can also find more information on how we can help you on our Gambling support and Financial and domestic abuse support pages.

To protect yourself from fraud or scams, you can also find more information with our Fraud and security centre.

You can nominate a trusted family member, a close friend, or a trusted professional to assist you with making financial decisions and managing your account. Please see our Assisting someone with their money page to find the right option for you.

You can contact us to let us know about your personal circumstances and any other types of support you might need.

For example, you can tell us if any of the following applies to you:  

• I need more time to digest information and make decisions.
• I am experiencing a life event and need you to be sensitive.
• I am experiencing a change in my circumstances and need you to be sensitive.
• I need more support with my day to day banking.
• I am struggling to remember things.

If you're calling from the UK:

03457 404 404

Lines are open from 08:00 to 20:00 every day

If you're calling from outside the UK:

+44 1226 261 010

Your support needs will be recorded to ensure we can provide the support requested. They will be used in line with our Privacy Notice. and can be set up for a period of time you like, changed or removed at any time.

We won’t record any details about your circumstances that include your health or disability.

If you need support which hasn’t been mentioned on this page, please contact us to discuss how we can better support you. You can contact the team via live chat, telephone or visit us in branch.

If you need to add, remove or update your request for banking support, you can contact us via live chat, telephone banking or in branch during our opening hours. You can also tell us if you'd only like us to add this information to your profile temporarily.