Accessibility and wellbeing

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. 

• 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.

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. 
  

• 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).

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.