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Using words and numbers

Tailored solutions to make banking with us easier

If you have difficulty with words and numbers, we've got a range of services designed to help. 

  • Audio cash machines

    Our audio cash machines (also known as audio ATMs or talking cash machines) can help you safely and independently withdraw cash and use other services, such as getting your balance, topping up a mobile phone and ordering statements. They’re also useful if you have dyslexia or learning difficulties. More than 98% of our cash machines provide this service.

    We designed them with people who have visual impairments and other access requirements, and they’ve won a Technology 4 Good Award for accessibility and were recognised by the Royal National Institute for Blind People with an Exemplar Service Award in 2013.

    Just insert your own headphones (any with a standard 3.5mm jack plug, like the one on a phone or MP3 player, will work) into the audio output socket on the front of the cash machine and listen to the options. An audio guide will then talk you through the available transactions.

    The cash machine panel includes Braille labels, as well as raised numbers on the keys and a funneled entry point for your card.

  • 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 choosen 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 400 1001.

  • Changing your card PIN

    You can create a PIN (personal identification number) for your debit or credit card that find easy to remember.

    You’ll need a PIN for each card that you have, and we can send a new one to you if you don’t know what one of them is.

    You can change your PIN at any of our cash machines by inserting your card, selecting ‘PIN Services’ from the menu and following the instructions. You’ll need your original PIN code in order to get to this screen, but that’s the only time you’ll need to enter it.

    You can also get advice on changing your PIN at any of our branches or by calling us on 0345 734 53451. PIN advice slips are also available in Braille, large print and audio formats.

  • Chip-and-sign cards

    If you find it difficult to remember a PIN, a chip-and-sign card allows you to use your signature when using your debit or credit card, or use PINsentry to identify yourself in branch.

    Instead of entering a PIN, you’ll be asked to sign a receipt that will be checked against the signature on your card.

    You can order a chip-and-sign card from any of our branches or by calling us on 0345 734 53452.

  • High-visibility debit cards

    As part of our debit card personalisation service, we offer a free high-visibility option to make the card easier to use.

    There are 12 designs available – 4 feature a bright stripe and arrow to indicate the leading edge of the card that you insert into a cash machine or chip-and-PIN reader, while 8 others come in a range of high-contrast colours that make it easier to locate and read the text on your card.

    Our high-visibility debit card designs have won a Technology 4 Good Award for accessibility. All high-visibility cards contain a notch to show which end to insert into cash machines or chip-and-PIN readers. Then you just use it as you would any other debit card.

    You can order your free card by visiting our card-designer page and following the on-screen instructions. You can also order one in any of our branches, or by calling us on 0345 734 53452.

  • Online banking

    Online Banking is a way to do your banking in your own time without having to visit a branch. It is safe and it gives you complete control of your accounts with us. You can also change your computer settings to give you a better experience.

    It’s free to register for Online Banking, from which you can do almost everything you can do in a branch, with clear guides to assist you at any point. Just call us on 0345 600 23231

    Passcode and memorable word

    As an alternative to using a PINsentry device to log in to Online Banking, you can use a passcode and memorable word. You can also create ones that are easy for you to remember. To use them, choose to log in with your passcode on your Online Banking homepage. You’ll be prompted to enter your passcode and 2 random letters from your memorable word. If you wish, you can save this as your preferred method for logging in.

    However, this option does restrict what you can do online. See our PINsentry FAQs for more information.

    You can change your passcode and memorable word to ones that are more memorable for you either by selecting ‘I’ve forgotten my log-in details’ from your Online Banking homepage or by:

    • Logging in and Selecting the ‘Change my passcode & memorable word’ option under ‘Customise my site’
    • Entering your new 5-digit passcode and memorable word and following the instructions
  • Telephone banking

    Telephone Banking allows you to safely pay bills, transfer money, order statements and get statements read to you over the phone, 24 hours a day 7 days a week.

    Call 0345 734 53451

    If you find it difficult to use your telephone keypad, press star when asked for your membership number or card number, and then again when asked for your account sort code. You’ll then be put through to an adviser who can help you.

    You can also access Telephone Banking using Text Relay or Next Generation Text Relay service. You can also create your own Telephone Banking passcode that's more memorable to you.

  • bPay by Barclaycard

    bPay is a range of contactless payment devices that may be helpful id you have dexterity problems, sight loss or dyslexia. They use pre-paid accounts that link to most major credit or debit cards – you don’t need to bank with us or have a Barclaycard.

    You can choose a wristband, fob or sticker,which all work just like a contactless card, so you can pay for anything up to £30.

    You can also use the bPay mobile app with your contactless device. It lets you track your spending and top up yor account on the go. You can choose your device on the bPay website. If you’d like your bPay welcome pack and chip ID in Braille, large print or audio, please email your full name, phone number and order number to help@bpay.co.uk.

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.