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Other ways to get in touch

Ways to contact us that best suit your needs

If an illness or disability means you prefer to communicate with us in a particular way, we’ll do everything we can to help.

Everyone is different – particularly when it comes to money. That’s why we offer a range of options to make payments from your account, whether it’s cash, card or even your smartphone. 

The same applies when it comes to getting in touch. Online banking may have reduced the need to call into a branch, pick up the phone or fill in a paper form, but we appreciate that some people still prefer those options – and remember, you’ll find our telephone numbers on our ‘Contact us’ page.

Flexibility is important if an illness or disability means you can’t communicate with us in a certain way, or if you’d rather we communicated with you in a way that better suits your needs.

Whatever your communication needs or preferences, we’ll always do our best to accommodate them – and we may be more accommodating than you think. Let’s take a look at all the ways we offer.

We can help – if you’d like us to

First things first, you may not want to tell us about your health – and that’s obviously fine. We’re not here to give medical advice and we won’t try to do so.

But if you do choose to tell us, we can make a few changes about how we contact you (and how often) to better suit your needs.

Rest assured, we’ll always let you know what we’ll do with any information you give us about your health and we’ll only ever use it to help you. And, of course, anything you tell us is always confidential.

How can we help?

To learn more about the various ways you can communicate with us, choose an option that best describes your needs from the list below. We’ll then show you the different options available to you, along with a detailed explanation of how each one works. 

Ways to get in touch

To learn more about the various ways you can communicate with us, choose an option that best describes your needs from the list below.

Then we’ll show you the different options available to you, along with a detailed explanation of how each one works. 

  • Online Banking secure messaging

    If you’re registered for Online Banking, you can send us a secure message. Since you need to log in to send one, we automatically know who you are – so we won’t need any additional information to prove your ID. 

  • Mobile Banking live secure chat

    Live chat in our Mobile Banking app lets you chat with us online and since you need to log in before you can use it, we don’t need any additional information to prove your ID. 

    You’ll find secure live chat under ‘Contact us’ in our Mobile Banking app.

    When you use our Mobile Banking app on an Apple device with Touch ID or Face ID, or an Android device with a fingerprint scanner, you don’t even need to enter your log-in details – your fingerprint or face is all you need (though you will need to enter your 5-digit passcode from time to time for security reasons).

  • Mobile Banking direct call

    The ‘Direct call’ button in our Mobile Banking app (under ‘Contact us’ and on other pages) means you can call us without having to dial a number. And since you need to be logged in before you can use it, we don’t need any additional information to prove your ID.

    When you use our Mobile Banking app on an Apple device with Touch ID or Face ID, or an Android device with a fingerprint scanner, you don’t even need to enter your log-in details – your fingerprint or face is all you need (though you will need to enter your 5-digit passcode from time to time for security reasons).

  • Video call

    A video call is a great way to get in touch if you’d rather talk to us face-to-face but can’t get to one of our branches.

    You can call using Online Banking or Mobile Banking, and you’ll need to set up video calling before you can use it. You’ll find more information about this at Who can make a video call

  • Telephone Banking

    Telephone Banking lets you manage your accounts over the phone, just as you would online, or in-person at a branch. It’s secure and confidential, and you’ll need to use your membership number and passcode each time you call – we’ll send these to you when you register to use Telephone Banking.

  • Telephone Banking with voice security

    Voice security uses the unique characteristics of your voice to prove your identity when you use Telephone Banking, so there’s no need to provide any other security details.

    It takes a few minutes to set up, as we need to record your telephone conversations to create a ‘voiceprint’. We’ll tell you when we’re ready to activate it – it’s free and you can switch it off at any time. 

    You can use voice security if you have impaired speech, but you can’t use it with a synthetic speech device – we do have other options, in that case.

  • Telephone Banking for lipreaders

    If you lipread and are happy to use a lipspeaker to act as an interpreter, you can contact us by phone.

    You’ll first need to call into a branch to tell us in-person that you want to use a lipspeaker so we can make a note on your account for security purposes. After that, you can use Telephone Banking with your interpreter.

  • Use BSL at home with SignVideo

    SignVideo is a service for a laptop, smartphone or tablet with a broadband internet connection that lets you talk to us, via an interpreter, using British Sign Language. You talk to the interpreter using your camera and screen, and the interpreter tells us what you said – then relays our replies. 

    SignVideo is free to use and is available from 8am to 8pm Monday to Friday, and 8am to 1pm on Saturdays (excluding Bank Holidays). 

    You can use SignVideo to contact us from home, or in-branch when you want to talk to us in-person – just let us know when you make an appointment.

    Read more about SignVideo.

  • Book a BSL interpreter for an in-branch appointment

    If you’d rather use a British Sign Language interpreter in-person when you have an appointment with us in one of our branches, let the branch know and we’ll arrange it – just try to give us at least two weeks’ notice.

    Otherwise, you can always talk to us using BSL and SignVideo, either in-branch or from home.

  • Twitter and Facebook

    We’re active 24/7 on both Twitter and Facebook, so you can get in touch using either service if you’d like to ask us a simple question.

    You may have to wait for a reply at busy times and we can’t answer specific questions about your account for security reasons. Try not to share any personal details in your messages too. 

We are not responsible for the accuracy of any third party websites or their content. If you decide to access any of the third party websites, or rely on any of the information presented on them, you do so entirely at your own risk.