Accessibility


We want our banking to be for everybody. If you're affected by a physical or mental disability there are a number of ways in which we can help you, whether with adapted branches or materials, or extra support from our staff.

You may be experiencing a situation that’s affecting the way you manage your finances. This could be because of your physical or mental wellbeing, difficulty understanding or managing money, or a life event that you may have experienced. 

When you speak with one of our colleagues, they’ll take the time to understand your needs and securely record this with your consent. This is so you won’t have to repeat yourself every time you speak to us.

For example, if you struggle with your hearing, you can let us know so that when you call us, we’ll speak louder without you needing to tell us again. 

You can let us know by logging on to Mobile and Online Banking, starting a chat and typing in “tell us once”. Please visit our chat with us online page to learn more about our secure chat and how to access it.

You can also tell us in branch or over the phone by contacting us

For more information on how we can help you with accessibility, take a look at our detailed support sections below.

Here are some ways we can help:

  • Receive your correspondence in Braille, large print or audio CD. To arrange, phone us on 0330 9 123 123 or 0800 313 4321 (freephone). Alternatively, you can send a secure message through Online Banking, ask in your branch or write to us at: Santander, Sunderland, SR43 4EP.
  • Change our website font size to suit you.
  • We have clear instructions on how to do this under 'Accessibility and our website' below.
  • We welcome all assistance dogs in our branches.

Our Telephone Banking advisers can help you over the phone. Call our team on 0330 9 123 123 or 0800 313 4321 (freephone).

Here are some ways we can help:

Relay UK
Relay UK is a free service that helps people who are deaf, have hearing loss or are speech impaired to communicate over the phone. Relay UK can speak with us on your behalf by converting your speech into text and vice versa. You can use Relay UK with a textphone or by downloading the app to your smartphone, tablet or PC. Please visit Relay UK for more information. 

SignVideo
You can use SignVideo to contact us using British Sign Language (BSL). This service will connect you with a professional interpreter who’ll interpret on your behalf to one of our advisors.
SignVideo is available 24/7. See below for more information and how to make a call.
 

How do I start using SignVideo?

You can use SignVideo on a PC, Mac, smartphone or tablet. It works on Apple and Android devices.

You’ll need a good internet connection to use SignVideo. Use Wi-Fi or a 3G/4G/5G connection. The stronger your connection is, the higher quality your call will be. Be mindful of data usage when not using Wi-Fi to call.

Call us using SignVideo by clicking on the logo below. If you already use the SignVideo app, you can find us in the directory.
 

Calling us using SignVideo

If you already use the SignVideo app, you can find us in the directory. For more information about the app, visit SignVideo

If you’d like to call us without using the app, click on the SignVideo logo below to start the call.

Click on the below SignVideo logo

SignVideo 

A new window will open, 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 your card or account details. It’ll help you get through to the right person quickly.
 

Using SignVideo in our branches

You’re welcome to use SignVideo to speak to us in branch. To do so, connect your personal device to our Wi-Fi and click the logo above, or use your SignVideo app. Our staff will find somewhere private and comfortable for you to use Video Relay Interpretation (VRI).

VRI is a new, convenient option for customers in branch. But it doesn’t replace other options, as customers are in control of how they speak to us. See below to find out more.

  • We’ll always book a professional BSL interpreter for face-to-face meetings if you ask us.
  • You can also bring your own interpreter. 
  • We’ll cover any professional costs.

The easiest way to get your questions answered is by logging on to your account and speaking to our digital assistant Sandi, available 24/7.

  • In Mobile Banking, tap on ‘More’, choose ‘Help and contact us’, then ‘Chat with us’.

  • In Online Banking, click on ‘Chat with us’ on the right-hand side of the screen.

Things to be aware of:

This service is available for all account servicing. We’ll be able to help with many of your day-to-day banking questions and transactions.

  • For new account applications, you can call us using Relay UK or SignVideo (SignVideo is for BSL users only).
  • Account applications can also be made online. Or you can call us using Relay UK or SignVideo to make an appointment in branch. 
  • If you ask us, we’ll arrange for a professional interpreter to be present in branch. You can also bring your own interpreter or use SignVideo’s VRI service in branch.

Please be cautious. We’ll never ask you to reveal your PIN, One Time Passcode (OTP) or full password.  Your video call is relayed in real time using secure technology. We may record the voice conversation with your interpreter for quality and monitoring purposes.  

  • We can arrange for a British Sign Language interpreter to attend your local branch. This usually takes around two weeks to organise. If you want to use your own interpreter, we’ll cover any professional charges.
  • All our branches have hearing loops to support hearing aids.
  • We welcome all assistance dogs in our branches.

For more information and support, visit the Royal National Institute for Deaf People

Here are some ways we can help:

  • All our branches have automatic doors and at least one low-level counter
  • Request a chip and signature card instead of chip and PIN
  • For dexterity problems, we can provide cheque or card template
  • Receive your correspondence in Braille, audio CD, 16pt large print or with a plastic coloured overlay
  • We welcome all assistance dogs in our branches

You can request any of these through chat in Online Banking, call us on 0330 9 123 123 or 0800 313 4321 (freephone). Alternatively, you can ask in your branch or write to us at: Santander, Sunderland, SR43 4EP.

Here are some ways we can help:

  • If you feel your mental health is affecting your ability to manage your money, speak with one of our financial support team in your local branch to find out how we can help you
  • Take a look at our Money worries section to find tools to help manage your finances
  • All our branches offer private rooms on request to discuss your requirements
  • If you have a debit or cash card, we can reduce your daily cash withdrawal limit at the cash machine from the standard £300 to £0 or £60. This may help you to reduce access to cash where your circumstances may need it. To arrange this, please speak with us in branch or call us
  • Speak with one of our advisers on 0330 9 123 123 or 0800 313 4321 (freephone) and tell them you want support with a mental health issue
  • The chat service in Online Banking lets you privately raise any issues you find hard to discuss in person.

Here are some ways we can help:

  • We can register someone you trust as an attorney on your account so they can manage your finances on your behalf. Find more details on our Power of Attorney page
  • All our branches offer private rooms on request to discuss your requirements
  • If you have a debit or cash card, we can reduce your daily cash withdrawal limit at the cash machine from the standard £300 to £0 or £60. This may help you to reduce access to cash where your circumstances may need it. To arrange this, please speak with us in branch or call us
  • Speak with one of our advisers on 0330 9 123 123 or 0800 313 4321 (freephone) and tell them you want support
  • The chat service within your Online Banking lets you privately raise any issues you find hard to discuss in person.

Our websites are regularly tested by people with a variety of different disabilities through our partnership with the Digital Accessibility Centre. We aim to improve our online accessibility in line with advances in technology and web standards.

  • Our site navigation works in a consistent way throughout our site.
  • We use a standard web font to make it easy to read.
  • Any images we use also include a 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.

Changing our website's text size and font

You're also able to use your internet browser to change the text size and font on our website. For detailed guides on how to do this, follow the links below for your internet browser.

Using Adobe Acrobat

Some of our information is offered as PDF documents. It's highly likely your internet browser will support viewing PDFs, but you can also download the free Adobe Acrobat Reader software. Adobe also offer a screen reader user guide to accessing PDF documents.

Our use of JavaScript

JavaScript is a programming language for the web and is supported by most internet browsers. We use it for online security and other non-critical functionality. We strongly recommend that you access our site with JavaScript enabled in your internet browser.

The Santander Investment Hub uses JavaScript for the majority of its features and won't be accessible if you disable JavaScript.

If you have a question for us, our digital assistant Sandi can help and is available 24/7. Simply log on to your Mobile or Online Banking to get started. 

  • In Mobile Banking, choose 'More', 'Help and contact us', then 'Chat with us'.
  • In Online Banking, click 'Chat with us' on the right-hand side of the screen.

By logging on, Sandi will be able to answer more specific questions related to your account. If you're struggling to log on, please visit our trouble logging on page.

Alternatively, please take a look at our customer support page for various articles to help with your banking.

If you'd like more support, please contact us

When visiting one of our branches you’ll have access to:

  • automatic doors and at least one low-level counter
  • private rooms on request (when available) to discuss your requirements
  • cash machines inside most branches for increased security
  • hearing loops to support hearing aids
  • voice guidance available at all our cash machines with use of headphones
  • 6 different screen types and colours to choose from on our cash machines that can be saved to your card profile.

All service dogs are welcome in branch.

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