Accessibility and wellbeing
Using our services in the way that works for you
It’s really important to us that you can access all our services. That’s why we offer you extra support as and when you need it.
Navigating our website
What is UserWay?
UserWay is a tool that allows you to customise the way you view our website.
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.
What is Userway?
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 would like 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.
Other ways we can help you access our services
- Offer physical assistance
- Provide a signature template
- Provide a pen grip
- Offer you a seat when you visit a branch
- Help you access the branch or our services
- We accept the use of a signature stamp for certain transactions.
- Let someone you trust be with you for support
- Provide written communications
- Say things out loud instead of writing them down
- Speak slowly and more clearly if required
- Give you plenty of time to answer or respond
- Ask us not to give you multiple tasks or ask multiple questions at one time.
- Use a hearing loop and microphone
- Accept and make calls using textphone
- Reduce noise levels where we can talk
- Take you somewhere private to talk in branch.
- Provide a colour film sleeve to place over text to help with reading
- Dim the lights for you where we can
- Support you with numbers
- Reduce noise levels where we can
- Support you with reading or completing forms
- Take you somewhere private to talk in branch.
- Support you with reading or completing forms
- Provide a colour film sleeve to place over text to help with reading
- Give you a magnifying glass
- Send leaflets to you in large print, Braille or on audio CD
- Give you a signature template.
Our standard leaflets and letters are available in:
- Large print
- Braille
- Audio CD.
We have a range of leaflets on all kinds of topics, from protecting yourself against fraud, to how you let us know about a bereavement.
Our Making our Services Accessible leaflet will give you lots of information about the services we offer to support you physically, mentally or emotionally. If you'd like more details, you can:
- Download a copy of the leaflet
- Call us on 0800 121 8899 and ask us to send you a copy in the post, or
- Visit a branch and ask for a copy.
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.
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.
Other support
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
- Mon-Fri 8am-7pm
- Saturday 9am-2pm
- Sunday & Bank holidays Closed
Yesterday, people waited on average
17 seconds for savings enquiries
17 seconds for mortgage enquiries
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
Saturday
Sunday
9am - 2pm
Closed
Closed
Yesterday, people waited on average
1 minute 52 seconds for savings enquiries
34 seconds for mortgage enquiries
