Santander for everyone

Accessibility at Santander

We want to make sure everyone can access the products and services we offer. This includes customers with:

  • Sight loss or visual impairment

  • Difficulty with hearing or speech

  • Difficulty with numbers or reading

  • Physical impairment including limited dexterity

Our websites are designed to be as accessible as possible

We work with the Digital Accessibility Centre and their team of user testers with different disabilities to make sure our websites work for you.

  • We make sure that navigation through the site works in a consistent way

  • We use a standard web font to make it easy to read

  • We give images an alt text (alternative text) description to explain what they are, unless they're only descriptive

  • We never use colour as the only way to convey information

  • We write our links so that they make sense when screen readers read them

Digital Accessibility centre logo

 
 

Using Adobe Acrobat

You'll need Adobe Acrobat to view and print some of our documents, such as Key Features Documents, which are in PDF format. Adobe's website can help if you'd like to read PDF documents with a screen reader

 

You can change the website's text size and font type using your internet browser

If you find that the words on our websites are too small, or difficult to read because of the font they're in, you can change them. How you do this depends on which browser you're using.

  • For Internet Explorer: open 'Tools', choose 'Internet Options', go to 'General' then 'Fonts' or 'Colours'

  • For Firefox: open 'Options', choose the 'Content' tab, then 'Fonts' or 'Colours'

  • For Chrome: click on the customise button to the right of the browser bar, go to 'Settings', scroll down to 'Web content' and you'll see the option to change font size


 
JavaScript

The Santander site uses JavaScript for security reasons and non-critical functionality. We strongly recommend that you access the site with JavaScript enabled.

If you use the Santander Investment Hub, JavaScript must be enabled at all times. The advanced features of the Investment Hub require JavaScript to be enabled; it is used to enhance functionality and provide a better user experience. The majority of the Investment Hub will not be accessible without JavaScript switched on.

 

Get in touch

If you have any questions or suggestions about anything to do with accessibility please get in touch on 0800 9 123 123. You can speak to us between 7am and 11pm on weekdays and between 8am and 10pm on Saturdays and Sundays. If you're abroad dial +44 1908 237 963.

You could also send us a secure message if you're registered for Online Banking

Making branches accessible

We continue to refurbish our branches to make sure, wherever possible, that they’re fully accessible. We aim to include:

  • Automatic doors

  • Level access in the main banking hall

  • Low level or drop down counters

  • Hearing loops

  • Staff assistance in branch

  • Sign language interpreters available upon request 

If you request a sign language interpreter we’ll find one using Action On Hearing Loss and will try and arrange it for you as soon as possible. It’ll usually take around 2 weeks, depending on the availability of an interpreter in your area.

If you know of a professional interpreter in your area who can come into a branch with you, Santander will always make sure to cover any professional charges for using your own interpreter.

You can also use a sign language interpreter through SignVideo, see the SignVideo tab in these pages for more information.


Get in touch

If you have any questions or suggestions about anything to do with accessibility please get in touch on 0800 9 123 123. You can speak to us between 7am and 11pm on weekdays and between 8am and 10pm on Saturdays and Sundays. If you're abroad dial +44 1908 237 963.

You could also send us a secure message if you’re registered for Online Banking.  
 

Choose how and where you communicate with us

We want you to be able to communicate with us as easily as possible and so we offer a choice in how you receive your correspondence and how you make contact with us.

 
Online and Telephone Banking

If leaving your home is difficult you'll find that you can bank with us over the phone or on the web. Some of our mortgages, insurance and savings accounts also offer Online and Telephone Banking.

Find out more about Online Banking
Find out more about Telephone Banking
 

Printed materials

If reading standard print is difficult for you we can provide:

  • Large print (as recommended by RNIB)

  • Braille

  • Audio CD

Our Diversity and Inclusion pdf - 49kb explains fully how we can help you and you can register to receive your correspondence in a different format.
 

Auxiliary aids

If you need practical help you can request one of our cheque or debit card templates.

Chip and signature cards are available to order for customers who are unable to use a PIN due to their disability.
 

Text Relay

We offer the Text Relay service for people who find it hard to talk or difficult to hear our staff using standard phone lines.

If you have a text phone you can call us on 18001 0800 9 123 123.

If you don't have a text phone you can visit Next Generation Text Website for details on how to use your smartphone, tablet or laptop along with the free Next Generation Text (NGT) app. You don't need a text phone to use this service, and can use it to contact us when you're on the move.

To help us improve our service we may record or monitor phone calls.


Get in touch

If you have any questions or suggestions about anything to do with accessibility please get in touch on 0800 9 123 123. You can speak to us between 7am and 11pm on weekdays and between 8am and 10pm on Saturdays and Sundays. If you're abroad dial +44 1908 237 963.

You could also send us a secure message if you're registered for Online Banking.  
 

Use SignVideo to contact us using BSL

You can now contact us using British Sign Language (BSL) through SignVideo, which connects you with a qualified and registered interpreter, who can help interpret your sign language to one of our advisers.

How do I start using SignVideo?

SignVideo is available Monday to Friday 8am to 6pm, and supported on the following operating systems:

  • iOS devices (8 or upwards), many Android devices (4.4 upwards), PC (i3 or above) or Mac with a webcam

  • IE 9-11 or Firefox (for Windows), Safari for Mac

  • Bandwidth of at least 256 kbp/s upload and download (384 kbp/s recommended)

The first time you use SignVideo you'll be asked to install technology called a plug-in on your computer. It will help with the video quality and make sure your calls are secure. You only need to do this once.

If you'd like to learn about SignVideo in BSL take a look at this helpful sign language video.


How does it work?

Clicking on the SignVideo logo below will take you to a new window, where you'll be connected by secure video link to a fully qualified and registered SignVideo interpreter. Let them know you want to speak to Santander.

Please make sure you have any details you might need before connecting to this service, for example the card or account details you'll need to identify yourself to Santander. It'll help you get through to the right person quickly.

SignVideo. Find out more. Opens in a new window


Things to be aware of:

This service is available for all account servicing, and we'll be able to help with many of your day to day banking queries and transactions. If you're applying for a new account you'll be able to do so online, or you can use SignVideo to help make an appointment where we can arrange for a face to face interpreter to accompany you in a branch.

Remember, please be cautious with your account details. Santander will never ask you to disclose your PIN, One Time Passcode (OTP) or full password. The interpreter will help deal with your request in a safe and secure way.

Your video call is relayed in real time using secure technology, however we may record the voice conversation between your interpreter and Santander for quality and monitoring purposes.

If you need help:

For troubleshooting or technical guidance about SignVideo, please contact help@signvideo.co.uk 
 

Santander UK plc. Registered Office: 2 Triton Square, Regent's Place, London, NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England and Wales. www.santander.co.uk. Telephone 0800 389 7000. Calls may be recorded or monitored. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 106054. You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk/register. Santander and the flame logo are registered trademarks.