Making our services available to everyone

Accesssibility

In branches

We've been improving our branches to make access easier for everyone. We assess our branches' physical accessibility and look for improvement opportunities as part of future refurbishment schemes. Where possible, all of our new and refurbished branches have been designed with the following features:

  • Automatic or power assisted doors
  • Layout and signage designed with suitable colour contrast to assist our partially sighted customers

Hearing induction loops

We have hearing induction loops in all of our branches, in addition to providing fixed loops on some of our counter positions.

Using cash machines

Where possible, our newer cash machines have been installed at a height suitable for wheelchair access.

All of our cash machines have audible tone prompts after each key depression. The keyboards on our new cash machines also have the following features:

  • Raised dot on number 5
  • Coloured keys for entry and error
  • A depression in the middle of each key, making it easier to press

We've also introduced Talking ATMs (TATMs). Anyone can use this functionality, and it's designed to help visually impaired customers use ATMs safely and securely.

How do talking ATMs work?

To use the Talking ATMs, you need to have a set of ear phones which you plug into the ATM.

  1. You will hear instructions on how to use the machine and what to do to get started. 
  2. You need to activate the audio functionality by pressing the number 5 on the keypad.
  3. Then insert your card. 
  4. The machine will voice out what you need to do and the options to press on the ATM keypad to make your choices. 

The screen will go blank to provide you with privacy so none of your details are visible.

What can I use a Talking ATM for?

Talking ATMs support the following transactions:

  • Balance
  • Cash
  • Cash with receipt
  • Mini Statement
  • Emergency Cash

Please ask a branch member to help with this service next time you are at a branch.

Customers with visual impairments

For customers with visual impairment, we can provide correspondence and statements in large print, upon request.

Using our website and internet banking