We aim to be an inclusive and accessible bank. Focussed on what our customers and colleagues need, we want to be there for the moments that matter. We’re on a journey to improve what we do and our workplaces for everyone. This includes our products, managing your account or talking about what we do.
This accessibility statement was prepared and published in January 2025. We regularly test our digital content for accessibility and will keep adding any issues to our list of future fixes.
Since May 2024 we’ve fixed 77 accessibility issues. This is across our website, mobile apps, Online Banking and email services.
Using our digital services
We’re working to increase the accessibility and usability of our services. We’re working towards level AA of the Web Content Accessibility Guidelines (WCAG) 2.2.
That means you should be able to:
- zoom in to 200% without the text spilling off the screen
- navigate most of the website using a keyboard
- navigate most of the website using speech recognition software
- listen to most of the website using a screen reader.
Limitations and exceptions
We know some parts of our website need improvements.
We've listed them below to help you understand how to use these services.
Website
There might be some issues for screen readers using our Change of details page. If you need support with this, please call 0330 123 9860 (Freephone).
We've made improvements to our website, but if you find any issues while using it, please tell us by calling 0330 123 9860 (Freephone).
Online Banking
There is no ‘Skip to content’ link in Online Banking. Although there are only 4 links to skip, we’re aiming to address this in a future release.
Some tooltips can’t be opened by keyboard-only users.
Emails
Thanks to recent fixes there should be no significant issues that prevent you from opening and reading emails from us.
If you have any issues please let us know.
Marketing and legal literature
We’ve checked and tagged many of the legal PDFs on our website. We’re on track to tag them all by the end of 2025.
To get the most benefit from tagged PDFs. We recommend using Adobe Acrobat Reader.
Accessibility assessment
We use Silktide to run regular tests. These tests review our content against WCAG 2.1 guidelines.
Automated tests crawl our site at least once every 5 days to test our content and use both mobile and desktop browser sizes.
The Silktide Toolbar can check for over 200 accessibility issues on our site.
It also contains several tools to help test web pages.
- The colour contrast checker helps identify issues with adjacent colours on web pages.
- The screen reader simulator can give a basic understanding of how users of this assistive technology would use a web page.
- The alternative text viewer shows which images on a page have text descriptions that sufficiently convey their meaning.
- Disability simulations in the Silktide Toolbar can help us understand how a page could be experienced by someone with dyslexia, colour blindness, or impaired vision.
Other ways to help
If you need help with managing your personal finances, we have options that could help you.
To see what help is available (for yourself or someone else) visit supported banking
If you need help running your business banking accounts, we might be able to support you by adding additional card holders or signatories to help manage your accounts, or with other services we offer. Please call 0330 123 9860 for more information.
If you’re a sole trader, a Power of Attorney lets you arrange for someone you trust to make decisions and manage your money on your behalf.
You might want to do this due to a change in your health or circumstances. If you don’t need someone to help you now, you can also set up a Power of Attorney for the future too.
We know there might be moments in life when you need extra help. That's why we've got support available for lots of situations that can make it hard to manage your money. Take a look at how we can help if you're dealing with dementia, financial abuse, gambling and much more. Here when you need us
Tell us once
We all need help sometimes. If something’s affecting how you manage your accounts, we might be able to help.
With tell us once, you can let an adviser know if you need support. They can then add a note to your account so you don't have to tell us again.
To tell us about any support you need, either call us, visit a branch, or use Chat when you’re logged on to Online
Banking. Just type ‘tell us once’ into the Chat conversation.