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Accessibility and wellbeing

Using our services in the way that works for you

It’s really important to us that you can access all of our services. That’s why we offer you extra support as and when you need it.

 

Our Userway icon, at the bottom left of the screen, is available on our website to help you access information in a way that works best for you.

Couple sitting on bench

What is Userway?

Userway icon

Userway is a tool that can help you use our website in a way that suits you.

 

You can:

  • make text bigger
  • change the contrast and colour
  • highlight links
  • change text spacing and alignment
  • hide images
  • make the page dyslexia friendly
  • use screen reader to help with reading text

Userway is available across most of our website but you won't find it when you log into Online Services or when you apply to open a savings account yet. We're looking to roll this out in the near future.

What is Userway?

Userway icon

Userway is a tool that can help you use our website in a way that suits you.

 

You can:

  • make text bigger
  • change the contrast and colour
  • highlight links
  • change text spacing and alignment
  • hide images
  • make the page dyslexia friendly
  • use screen reader to help with reading text

Userway is available across most of our website but you won't find it when you log into Online Services or when you apply to open a savings account yet. We're looking to roll this out in the near future.

You can ask us for help at any time

If you feel like you might need extra support, on a short or long term basis - for any reason - there are lots of ways we can help, whatever you’re going through.

 

To get in touch you can:

  • visit one of our branches – check our opening times here
  • give us a call on 0800 121 8899
  • write to us at Oakfield House, PO Box 600, Binley, Coventry CV3 9YR.

As well as providing support with communication or physical difficulties, we can also help if there's been a change in your personal circumstances that’s affecting your wellbeing. We’ve listed below some of the ways we can help.

 

We’ve also joined Communications Access UK, so that our colleagues are equipped with the skills and confidence to engage with communications difficulties more effectively. If you think we might be able to help, please call us or visit a branch.

Let us know if...

You need extra help operating your accounts

We can:

  • talk to your trusted helper or third party who can join you on a call or come with you to a branch to provide support
  • give more time to complete transactions
  • talk you through instructions or explain transactions on your account. 

You'd like support with forms or leaflets

We can:
  • produce leaflets and forms in Braille, large print or in audio format
  • talk to your trusted helper or third party over the phone or in branch
  • talk you through written instructions
  • support you with reading or completing forms.

 

We have:

  • coloured film sleeves, pen grips and magnifying glasses available
  • signature templates available if you have difficulties signing your name in a small space.

 

We accept the use of a signature stamp for certain transactions.

You'd like us to change how we speak to you

We can:

  • speak slower, clearer or louder - if you have difficulties hearing (we also have a hearing loop available in our branches)
  • look up and face you in branch if you lip read
  • give you more time to answer and respond
  • talk you through a process step by step, asking you one question or task to do at a time – for example if you have difficulty concentrating or remembering information
  • be understanding if you find social interaction or making eye contact difficult
  • write things down if you prefer written communication over verbal. 

A change in personal circumstances is affecting your personal wellbeing

  • If your household income has reduced and you're concerned about your mortgage payments, we can talk you through support options available or you can have a look at our Payment difficulties page.
  • If you've been bereaved, our specialist team can offer support with the bereavement process. You can call the team on 0800 587 4565, Monday to Friday 8am-7pm and Saturday 9am-2pm (closed bank holidays).

You need help accessing and using a branch

We offer disabled access to all our branches. 

We can:

  • help you move around or offer you a seat
  • talk to you in an area with dimmed lighting, in an office or a quiet area
  • reduce noise levels where possible and offer a hearing loop
  • talk to your trusted helper or third party who comes with you to provide support.

Other support

 

If you're looking for help with something else, we've also got information to support your wellbeing, advice and signposted support on a range of important topics for mental health to domestic abuse.

Communication Access UK

Communication Access UK is an initiative led by the Royal College of Speech and Language Therapists and developed in partnership by charities and organisations that share a vision to improve the lives of people with communication difficulties.

 

By joining Communication Access UK, we've trained several departments across the Society, including all our branch and telephony teams.

 

We hope to improve our colleagues' skills and confidence to engage with people with communication difficulties more effectively. 

 

Want help?
Our help section is bursting with useful information. If you'd rather chat, just give us a call.

 

Call us on 0800 121 8899

Lines closed
  • Mon-Fri 8am-7pm
  • Saturday 9am-2pm
  • Sunday & Bank holidays Closed
Call us

Want help?
Our help section is bursting with useful information. If you'd rather chat, just give us a call.

 

Call us on

0800 121 8899

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