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Visual impairment

Braille statements, note gauges and more to make banking better

If you have a visual impairment, here are a few things that could make everyday banking easier.

Braille, large print and audio

This could help if… you’d like us to send you things in a format that suits you

You can opt to receive letters, PINs, statements and other communications in braille, large print or audio formats.

You can also request the PDFs on our website in an alternative format.

How to get it:

Just tell us which format you'd prefer using Chat.

You can also call us on 03457 404 404 or visit us in branch.


This could help if… you have difficulty filling in small boxes

A plastic template could make writing cheques, filling paying-in slips or signing your cards easier.

Just place the template over your cheque, slip or card for guidance on where you need to fill in the details. (Braille instructions are included on the template, if you need them.)

How to get one:

Contact us through Chat, call us on 03457 404 404 or ask in one of our branches.

Note gauges

This could help if... you need a hand telling the difference between bank notes

Note gauges have 4 marks that are measured to the different widths of £5, £10, £20 and £50 notes. Just place the gauge over the note to identify it.

How to get one:

You can request a note gauge by contacting us through Chat. You can also call us on 03457 404 404 or ask in one of our branches.

Talking ATMs

This could help if... you’re unable to see or read on-screen instructions

Talking ATMs are easy to use. Plug in your headphones and you’ll receive audio prompts rather than having to read the ATM screen.

How to access it:

You just need your bank card, PIN and a standard pair of headphones (3.5mm jack).

Frequently asked questions about talking ATMs

Online, mobile and telephone banking

This could help if... it’s challenging to get out and about

Did you know you can carry out most banking tasks from home using online banking, telephone banking or our mobile app?

To log on to online banking there are several options available including a Mobile Banking PIN which you access through our mobile banking app. There are many advantages to using a Mobile Banking PIN, including biometric ID which can make logging on easier. If you have a compatible iPhone, iPad or Android phone, you can access your accounts using Touch ID, Face ID or Android Fingerprint.

We also offer a larger version of the physical Secure Key if you need it. This includes audio functionality and can be useful if you have difficulty pressing buttons.

How to access it:

If you have a current account with us, you can register for online, mobile and telephone banking.

To order a larger Secure Key, contact us through Chat, visit us in branch or call the number on the back of your card. If you're in the UK, you can also reach us on 03457 404 404 (08:00 to 20:00 every day).

Find out more about:


This could help if... you want to contact us from your computer

If you've got a question about your account, you can send us messages securely through our Chat service. It's available in the mobile app and through online banking.

How to access it:

To chat to us in the mobile app go to Chat with us. Or, you can log on to online banking and open the Chat window on the right-hand side of the screen.

Website accessibility

This could help if... you use a screen reader

Our website adheres to the Web Content Accessibility Guidelines 2.0. These guidelines are stipulated by the World Wide Web Consortium (W3C) to ensure websites are accessible to everyone.

This means that:

  • we only use strong colour contrasts
  • headings are used correctly to make them readable by screen readers
  • links do what they say. We don't use 'click here'
  • tables are laid out in tabular form with headings and summaries
  • we use style sheets to determine the presentation of our website - this assists those using screen reading devices
  • we use alternative text on images, so they can be described by screen readers

You can also use a screen reader when contacting us via Chat.

Pop-up settings

After a certain period of inactivity, online banking will sign you out for your security. A pop-up message will give you 60 seconds to confirm whether you'd like to stay signed in.

This message will not appear if you have pop-ups blocked. You can check this in your browser settings.

When using Chat with a screen reader you'll need to tab through to the end of the tabbing order to hear this message. We're currently working to make sure this message is surfaced more clearly.

Frequently asked questions about website accessibility

It's easy to answer your query online. Visit our Help page to find out how.