Our website & app
Designed to be easy for everyone to use
Screen reader friendly
Clear headings, landmarks and text descriptions for meaningful images so screen readers can navigate easily.
Keyboard navigation
Menus, forms and buttons work with a keyboard alone, with a visible focus outline.
Readable colors
Text and buttons are designed with strong color contrast for people with low vision or color blindness.
Zoom and resize
Pages reflow when you zoom up to 400%, so you don't need to scroll sideways.
Clear forms
Every field has a label, and error messages explain exactly what needs fixing.
Accessible app
Our app works with VoiceOver on iPhone and TalkBack on Android, and supports larger text settings.
Support for your needs
Help that fits the way you bank
Vision
Large print, braille and audio statements
Notched debit cards to tell them apart by touch
Screen reader support on our website and app
Talking ATMs with headphone sockets
Hearing
Hearing loops in every branch
Sign language video calls
TTY and 711 relay calls
Contact by email, chat or letter instead of phone
Mobility and dexterity
Step-free access and lowered counters
Home visits for customers who can't get to a branch
Signature alternatives
Voice control support in the app
Cognitive and learning
Plain-English letters and statements
Extra time in appointments
Written summaries after calls
A named contact so you don't have to repeat yourself
Mental health
Specially trained extra support team
Choose when and how we contact you
Spending controls and gambling blocks in the app
Breathing space on repayments when you need it
Speech
Contact us in writing by email, chat or letter
TTY and 711 relay calls
Take the time you need on calls
Nominate a trusted person to speak for you
Services
Support at a branch, by phone and by mail
Statements and letters in other formats
Large print, braille, audio or accessible PDF, free of charge.
Sign language video calls
Talk to us through a sign language interpreter, Monday to Friday.
Talking ATMs
Headphone sockets and spoken instructions at all our ATMs.
Accessible branches
Step-free access, hearing loops and quieter appointment times on request.
Assistance dogs welcome
In all our branches, at any time.
Signature alternatives
If signing is difficult, we can agree another way to confirm it's you.
Make your device easier to use
Most phones and computers have built-in accessibility settings that work with our website and app.
Make text bigger
Hold Ctrl (or Cmd on a Mac) and press + to zoom in, or − to zoom out.
Have pages read aloud
Use your device's built-in screen reader: Narrator on Windows, VoiceOver on Apple devices or TalkBack on Android.
Change colors
Turn on high contrast or dark mode in your device's display settings.
Control with your voice
Voice Access on Android, Voice Control on Apple devices and Voice Access on Windows let you navigate by speaking.
Cards & PINs
Accessible card options
Notched debit cards
A notch on the short edge helps you put your card in the right way round.
Large-print PIN reminders
Your PIN letter in large print, braille or as an audio message.
Choose an easier PIN
Change your PIN at any of our ATMs to one you can remember.
Contactless and phone payments
Pay without entering a PIN for everyday amounts, or with your phone.
Our branches
Branch accessibility
All branches welcome assistance dogs and have hearing loops. Call ahead and we'll make sure everything's ready for your visit.
How we test
Checking accessibility at every step
1
Automated checks
Every update to our website and app is checked automatically for common accessibility problems.
2
Manual testing
Our team tests key journeys with screen readers, keyboard only and screen magnification.
3
Testing with customers
Disabled customers help us test new features before they launch.
4
Independent review
An independent accessibility specialist reviews our website and app every year.
Being open
Where we still have work to do
We know some parts of our website aren't fully accessible yet. Here's what we're working on.
Older PDF documents
Some older account agreements and rate sheets aren't fully tagged for screen readers. We're replacing them, and can send any document in another format on request.
Some third-party tools
A few embedded tools from other providers may not meet our standards yet. We're working with those providers to fix this.
Video captions
Some older videos don't have captions or audio description yet. We're adding them.
Feedback
Found something that doesn't work for you?
Tell us and we'll fix it. We'll reply within 2 business days and help you do what you need in the meantime.
Send us feedbackIt helps if you can tell us
What the problem was
A short description of what you were trying to do and what went wrong.
Where it happened
The web page address, or the screen in the app.
What you were using
Your device, browser and any assistive technology, if you know them.
How to reply to you
Your preferred way for us to get back to you.
FAQs
Your questions answered
This statement was last reviewed in October 2026.
Need extra help with your banking?
Our extra support team can help with money worries, bereavement, illness and more.