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Deaf, hearing loss or speech impairment

How we can help make banking easier if you’re deaf, hard of hearing or have a speech impairment.

  • BSL interpretation from home

    Our SignVideo service helps you call any of our phone numbers and talk to us safely if you use British Sign Language (BSL). It connects you to an interpreter who can communicate your sign language to the adviser.

    It’s available from 8am to 8pm Monday to Friday, and 8am to 1pm on Saturdays (excluding bank holidays). Watch this video to see how to set up and use it.

    Before you can use SignVideo, you’ll need to read and accept these terms and conditions:

    The Barclays Group uses and retains details you give about yourself and others to provide quotes, to manage your account, for research or analysis and to prevent fraud. These details, which may include health and conviction information, will be shared with insurers, agents and fraud-prevention agencies for these purposes. If we transfer data to an overseas organisation, we’ll ensure they apply the same level of protection as we’re required to apply.

    We use credit-reference and fraud-prevention agencies to make credit, identity, fraud and other enquiries about you and people financially associated with you. Credit-reference agencies (CRAs) will check the details supplied against any particulars on any database they have access to, public or otherwise. They’ll keep a record of our search, which can be accessed by other organisations, and this may impact your ability to obtain more credit within a short period of time. Your information will also be shared with fraud-prevention agencies. If you go on to borrow from us, we’ll share information about you, and how you manage your borrowing with CRAs, which may be used by other organisations to make decisions. The information that you provide may also be used by Barclays and CRAs for research, analysis and product-development purposes.

    By proceeding, you’re confirming your agreement to these checks being undertaken as necessary.

    Calls will be recorded for training and quality purposes.

  • Braille, large print and audio communications

    You can ask us for anything we send you in Braille, large print or audio formats – from brochures, account statements, letters, mortgage information, cheques, credit books, PINs and passcodes.

    Once you’ve chosen the format that’s most suitable to you, everything we send you will be that way from then on. You can request your account information and communications in an alternative format from any branch or by calling us on 0345 734 53451.

    Or, to get information about our products in an alternative format, you can visit any branch, call us on 0800 169 30911.

  • BSL interpretation in branch

    British Sign Language (BSL) is the most widely used sign language in the UK – and we’re the only bank that offers you instant access to online BSL interpretation for branch appointments. You can also ask us to book a face-to-face interpreter to attend your appointment if you prefer.

    Request a SignVideo session for instant interpretation

    Our SignVideo service gives you access to an online BSL interpreter for your appointment at a branch. We connect to a fully qualified SignVideo interpreter using an iPad, so you can see them on the screen.

    If you’d like to use instant interpretation, just let us know when you book your appointment. We’ll then provide the iPad and set up everything so the SignVideo interpreter is ready to assist you during your appointment. If you need any help, a member of the branch team will be on hand.

    Book a face-to-face BSL or deafblind interpreter

    If you’d prefer to have an interpreter assist you with your meeting in person, we can arrange for a registered BSL or Deafblind interpreter to attend.

    Contact a branch  to book a face-to-face interpreter – we may need up to 2 weeks’ notice to arrange the meeting.

  • Visiting us in a branch

    Most of our branches have private meeting rooms and accessible quiet areas, so you’ll have a comfortable space to talk to us.

    We also offer longer appointments, so we have plenty of time.

    If you’d like these, just let us know when you book your appointment

  • Hearing induction loops

    Fixed and portable hearing-induction loops act as transmitters that cut-out background noise. This can make communicating with branch staff easier if you have a hearding aid.

    You can check your hearing aid is compatible by looking for the setting marked ‘T’. If it is, set it to this position. Our staff will make sure the hearing-induction loop is switched on and you’ll be able to communicate straightaway.

    All of our branches have at least one counter position with a hearing-induction loop fitted and one portable device. If you have any problems locating or using it, just ask a member of staff.

  • Online Banking

    Online Banking lets you do your banking in your own time, without having to visit a branch or phone us. It’s safe and it gives you complete control of your accounts with us. It’s been awarded the AbilityNet Accessibility kite mark.

    You can adjust the size of text and screen contrast when you’re logged in, as well as change your computer settings to give you a better experience.

    It’s free to register for Online Banking, and once you have, you can do almost everything you can in a branch, with clear guides to help you at any point. Just register online or call us on 0345 600 2323 1, 24 hours a day, 7 days a week. You can use our Text Relay service if you prefer.

    Find out how you can change your device settings to make it more accessible.

    Passcode and memorable word

    You can use a passcode and memorable word to log in to Online Banking, instead of PINsentry. Just choose that option on your Online Banking homepage we’ll ask you to enter your code and 2 random letters from your memorable word. You can also save this as your preferred log-in method.

    For security reasons, some features of Online Banking are only available if you log in with PINsentry. See our PINsentry FAQs  for more information.

    You can choose your own passcode and memorable word in 2 ways:

    1. Selecting ‘I’ve forgotten my log-in details’ on your Online Banking homepage.
    2. Logging in and selecting ‘Change my passcode & memorable word’ under ‘Customise my site’.

    Then just follow the on-screen instructions.

  • Text Relay/NGT

    If you have a Textphone (also known as a Minicom) or computer with the appropriate software, you can use our Text Relay service, or the Next Generation Text (NGT) Service that’s replaced it, to access a wide range of our services. This can assist if you’re deaf or have any difficulty with hearing or speech.

    Just dial 180011 from your Textphone or computer and then enter the phone number you want to reach. An operator will join in the call and read your written request to us.

    The operators are bound by confidentiality and are acting on your behalf, so you can share the secure details needed for identification and verification questions.

  • Our mobile banking app

    Our Barclays Mobile Banking app2 has been designed with accessibility in mind, and has been awarded the AbilityNet Accessibility kite mark. This means it’s compatible with most accessibility features, like inverting screen colours on your device and voiceover technology.

    If your device uses fingerprint technology or face recognition, you’ll be able to log in using your unique fingerprint, so you won’t have to use your passcode every time.*

    In the app, you can check your balance, view your statements, make payments and view your cards. You can also contact our team using our live instant-messaging service or Direct Call.

    Find out how you can change your device settings to make it more accessible.

    You can also chat to us face to face wherever you are in the app using our video-banking service. To do this, you'll first need to download and install the separate Barclays Video Banking app. Once you have, you can make a call from the Barclays Mobile Banking help menu.

    Get our app

    * For your security, we'll still ask you to enter your five-digit mobile banking passcode from time to time.

  • Ways to contact us

    If coming to see us in branch or speaking to us on the telephone isn’t convenient for you, we have several other ways you can get in touch that might be more suitable.

    SignVideo
    If you use BSL (British Sign Language), talk to us safely and easily through our SignVideo service.

    Secure messaging
    You can use our secure messaging service in Online Banking to get help with your banking when it's convenient for you. Just log in to send us a message.

    Direct Call
    Our app lets you contact us using our Direct Call service. This means that we already know who you are, so you don’t have to go through the steps to identify yourself again. Get the app.

    Live chat
    Our app also has a live instant-messaging service, to get help with your banking anywhere, anytime. Get the app.

  • Care indicators

    To help us tailor your banking to your needs, you can let us know if you have any specific requirements. We’ll then add a discrete and confidential note to your account, so we’ll know about this whenever you want to speak to us or visit a branch. For example, you can let us know if you have speech impairment and need extra time when talking to us, or if you have sight impairment and need us to send your information in a certain format.

    Our care indicators include:

    • Dexterity
    • Reading, or understanding words or numbers
    • Hearing
    • Hearing – lip reader
    • Hearing – sign language
    • Mobility
    • Memory
    • Speech
    • Speech and hearing
    • Speech – synthetic voice
    • Visual – audio letters
    • Visual – large-print letters
    • Visual – Braille

    Our video shows how we use care indicators to tailor our service to you.

    We’ll never use this information for any reason other than to improve our service and tell you about new services that you might find useful.

    Just let us know if you’d like to add a care indicator and we’ll take care of the rest. You can also ask us to remove it at any time.

  • Telephone banking for lip readers

    If you use the services of a lip speaker you can now contact us by telephone banking and have your lip speaker speak on your behalf.

    1. Before using this service you’ll need to let us know that you use a lip speaker service, this is so we can add a confidential care indicator to our information about you.
    2. Also, make sure you have the correct mobile telephone number registered with us
    3. If you need us, when you’re with your lip speaker you can now call Barclays on 03457 445 445 and have them speak on your behalf. It’s available from 8am to 8pm Monday to Friday, and 8am to 1pm on Saturdays (excluding bank holidays).
    4. After passing some initial security questions, you’ll then be sent a one-time passcode by text message to the mobile telephone number we have for you.  Simply have that relayed back to our team and we’ll be happy to help.

Other ways we can help you.

Changing your settings

If you want to make your computer or device easier to use, we’ve created a site with disability charity AbilityNet to show you how to do so.

Our latest developments

Keeping you up-to-date

We’re committed to inclusive design and accessible services – using new technology to make banking easier for you.