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.

Here are some ways we can help:

  • Receive your correspondence in Braille, large print or audio CD. To arrange, speak with us on 0800 731 6666 or visit your branch.
  • Change our website font size to suit you. We have clear instructions on how to do this
  • We welcome all assistance dogs in our branches.

Our Telephone Banking advisers can help you over the phone. Call our team on 0800 731 6666.

Here are some ways we can help:

  • Our Next Generation Text Service lets you type to an assistant who can then speak with one of our team on your behalf. Use your text phone to call 18001, 0800 731 6666 or visit the Relay UK website to use the free app on your smartphone, tablet or computer
  • SignVideo lets you use British Sign Language by connecting you with qualified interpreter who can speak with one of our team on your behalf. Find out how you can use SignVideo in this sign language video
  • You can now contact us using British Sign Language (BSL) through SignVideo. This service will connect you with a fully qualified and registered interpreter, who can help interpret your sign language to one of our advisors.
  • SignVideo is an on-demand service available Monday to Friday, 8am to 6pm.

How do I start using SignVideo?

SignVideo BSL Live, is 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).

You’ll need to download a one-off plug in if this is the first time you’ve used SignVideo. This will help with the video quality and make sure your calls are completely secure. You only need to do this once on your first time of using this service.

How does it work? 

Click on the below SignVideo logo


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. 

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. For any new account applications you are able to do this online, or use the SignVideo service to help make an appointment where we can arrange for a face to face interpreter to accompany you in branch. 

Please be cautious. Santander will never ask you to disclose your PIN, One Time Passcode (OTP) or full password.  Your video call is relayed in real time using secure technology, however we may record the voice conversation between your interpreter and Santander to 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 will cover any professional charges for you
  • All our branches have hearing loops to support hearing aids
  • We welcome all assistance dogs in our branches

You can find more support from the charity, Action on Hearing Loss

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 on coloured paper
  • We welcome all assistance dogs in our branches

You can request any of these through an Online Banking secure message, call us on 0800 731 6666 or ask in your branch.

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
  • Speak with one of our advisers on 0800 731 6666 and tell them you want support with a mental health issue
  • The secure message 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.
  • All our branches offer private rooms on request to discuss your requirements
  • Speak with one of our advisers on 0800 731 6666 and tell them you want support
  • The secure message 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.

Download Adobe Acrobat Reader

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.

Guides to checking and enabling JavaScript

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

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