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Living with hearing impairment or loss
We understand there are variations of hearing loss. A person may use a hearing aid to amplify sounds to improve their hearing or it may just be that they have difficulty hearing faint or distant noises.

If you feel you or someone you care for may need assistance to carry out day-to-day banking there are a number of ways we may be able to help you:

  • If you have a smartphone, iPad or computer, you can use the Next Generation Text Service (see tab above) which allows you to type to a text relay assistant who will speak to one of our advisers on your behalf

  • If you use British Sign Language (BSL) you could speak to us through SignVideo (see tab above). This service connects you to a qualified BSL interpreter who will contact one of our advisers on your behalf and interpret spoken words into BSL for you

  • We can also request a British Sign Language interpreter to attend the branch on your behalf – we'll find one using Action on Hearing Loss (see tab above) and will try to arrange it for as soon as possible.

  • You may find it easier to do your banking with Online Banking

  • We have hearing loops fitted in all of our branches to help you if you use a hearing aid. Look for the counter with the ear sign or alternatively ask a member of staff to direct you.

  • If you have an assistance dog be assured that they are welcome in all of our branches

  • All of our staff members are more than happy to assist you if you need any further help so please don't hesitate to ask.

Get in touch
If you feel that you or someone you care for would benefit from any of these services then please call us on either 0800 9 123 123 - Monday to Saturday 7am to 11pm and Sundays 8am to 10pm (you can use Next Generation text service or SignVideo if this is your preferred method) or visit your local branch 

What else is available?
Further help and support for individuals and families who are affected by hearing impairment can be found from this charity:
Action on Hearing Loss: https://www.actiononhearingloss.org.uk/

 

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)
  SignVideo. Find out more. Opens in a new window

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 above 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.

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.

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

 

Next Generation Text Service
We offer the Next Generation Text 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.

 

Sign language interpreters
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.

 

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.