Accessibility Statement

We are committed to making banking accessible for our customers, whatever their needs.

Our Commitment

We’re dedicated to making our services and digital platforms accessible to everyone regardless of ability or technology. Accessibility, inclusion, and diversity are at the heart of how we design and deliver our services. We aim to meet internationally recognised standards and continuously improve based on user feedback.

This statement outlines our previous and ongoing accessibility initiatives, provides contact details for the relevant teams, and shares our current compliance status, along with any identified issues and their potential solutions or workarounds.

Alternative formats

Need information in a different format? We offer Braille, Large Print, Audio, and coloured paper versions of our communications.

To request an alternative format, please contact your local branch or our call centre on 0346 6016 157.

Accessibility standards

We are committed to achieving compliance with WCAG 2.2 Level AA standards and continuously monitor and improve our website to ensure accessibility for all users.

Our accessibility policies are reviewed annually to ensure compliance with relevant laws and best practices.

While we work to achieve full compliance, there may be areas of the website that are still being improved.

How We’re Improving

Testing

Regular manual and automated checks, including feedback from users with disabilities

Training

Ongoing accessibility training for staff, delivered by internal and external experts

Expert Support

We work with specialists for audits, inclusive design advice, and plain English content

Content

We aim to publish clear, user-friendly content that meets WCAG 2.2 standards

As part of this process, we welcome any comments, suggestions, or details of problems encountered from users. If you have any issues, please contact us.

Browser Compatibility

Our website is designed to function optimally with the following browsers:

  • Google Chrome (latest version)

  • Firefox (latest version)

  • Microsoft Edge (latest version)

  • Safari (9 and above)

Accessibility Support Across Channels

Branch Services

All branches offer wheelchair access, hearing loops, and support for over-the-counter transactions. Facilities comply with DDA standards.

Relay UK

Our contact centre supports Text Relay for customers who are deaf, hard of hearing, or have speech impairments.

Hearing Loops

Available in all branches to improve sound quality for hearing aid users. Switch your device to the ‘T’ position to use.

Accessible Communications

You can request statements, letters, and brochures in Braille, large print, audio, or coloured paper.

 
Visit the accessibility support page for more details

Compliance Status

Our website is partially compliant with WCAG 2.2 AA due to some areas still being improved.


Known Accessibility Issues & Workarounds

We’re committed to making our digital content accessible to everyone. While we’ve made significant progress, we’re aware of areas that still need improvement. These include navigation and keyboard access, screen reader compatibility, visual design on mobile devices, forms and inputs, links and buttons, heading structure, videos and media, and document accessibility.

We’re actively working on these findings to enhance usability for all. If you experience any issues, especially with accessing PDFs, please contact us so we can assist or provide the content in an alternative format.


Customising Your Experience

You can adjust your browser or device settings to improve accessibility:

Font Size

Use your browser’s zoom or text size settings (Chrome, Firefox, Safari, Edge)

Colour Contrast

Use high-contrast mode if supported by your operating system or browser.

Assistive Tech

Our site works with screen readers, magnifiers, and voice recognition tools

For more tips, visit WAI’s Better Web Browsing guide.

Helpful Resources

Here are some tools and support services we recommend:


Statement Review

This statement was last reviewed on 4th September 2025 and reflects our ongoing efforts to improve accessibility.

This website was last tested in May 2025 against the WCAG 2.2 AA standard.

We also used findings from our own testing when preparing this accessibility statement.


Get in touch

We welcome your feedback. If you face any barriers or have suggestions, please contact us:

Phone: 0346 6016 157 (8am – 8pm daily)

In Branch: Speak to a team member at your local branch.

Your input helps us improve and better meet your needs.