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Supporting our members

Accessing our services in the way that works for you

It's really important for us to communicate with you in a way that works best for you. We have extra support available to improve your experience with us. Please talk to us and let us know how we can help.
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Let us know if...

You need extra help operating your accounts

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. 
You'd like support with forms or leaflets
We can:
  • 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.

You'd like us to change how we speak to you

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. 
A change in personal circumstances is affecting your personal wellbeing
  • 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).
You need help accessing and using a branch

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.

Other support


If you’re looking for help with something else, we’ve also got information, advice and signposted support on a range of important topics from mental health to domestic abuse. 

Communications 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. 


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

Lines open
  • Mon-Fri 8am-7pm
  • Saturday 9am-2pm
  • Sunday & Bank holidays Closed
Call us

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

Call us