Support if you’re deaf or have hearing loss

You’ll be able to use these services to complete day-to-day banking queries and transactions.

You can also use SignVideo and Relay UK to make new applications or arrange an appointment in branch.

Keeping you safe

No matter how you get in touch with us, we’ll never ask you to disclose specific security information such as: 

  • your PIN
  • One Time Passcodes (OTP)
  • your full password


SignVideo lets you talk with us using British Sign Language (BSL). SignVideo will connect you with a professional interpreter who’ll then interpret on your behalf to one of our advisors.

Your video call is in real time using secure technology. We may record the voice conversation for quality and monitoring purposes.







When can I use SignVideo?

SignVideo is available 24 hours a day, 7 days a week. You can use them whenever we’re open.

Can I use SignVideo in branch?

Yes, SignVideo is supported in our branches. Connect your device to our Wi-Fi and visit SignVideo

How do I use SignVideo?

You can use SignVideo using their app or from your browser.

  • To use the SignVideo app: you’ll need to download the app to your smartphone, mobile device or computer.
  • To use SignVideo from your browser: you’ll need to have a webcam.


You need an internet connection. You can use 3G, 4G, 5G or Wi-Fi. The stronger your connection, the higher quality the call will be.

You can call us on SignVideo by searching for ‘Santander’ in the SignVideo directory

Visit SignVideo for more details on how to use it.

Download the SignVideo app


SignVideo app

Relay UK


Relay UK is a free service.

It helps people with hearing and speech difficulties communicate over the phone using the national relay service. It works by typing what you’d like to say to us, then a Relay UK assistant can read what you want to say and speak with us on your behalf. 

You can use Relay UK:

  • with a textphone, or
  • by downloading the app to your smartphone, tablet or PC.

You can also find out how to make and answer calls with Relay UK


What you should do

If you register with Relay UK you’ll be given a unique Text Number.

We can make outbound calls, straight to this number. Please tell us your Text Number and we can make set this as your preferred way to be called back.

Search ‘Text Number’ on the Relay Homepage for more details on this service.


Relay UK app


Hearing loops


We have hearing loops technology in all our branches.

They pick up sound from the microphone, rather than other noises, and send it wirelessly to your hearing aid. 

You need to have your hearing aid switched to the hearing loop setting to use it. This is usually the T-position.

This can help improve your sound quality when speaking to our staff.

Chat to Sandi

You can chat with our digital assistant Sandi in Mobile and Online Banking.


Sandi can help you:

  • view your details including your address, email address, and contact numbers
  • see your Personal ID (PID) number to help log onto Online Banking
  • report your card lost/stolen/damaged
  • cancel recurring payments and, 
  • set up card controls for different types of payments.

In Mobile App

  • Tap ‘Help centre’ from your home screen
  • Choose ‘Chat with Sandi’


In Online Banking

Once you’ve logged on, go to Help and contact us


Support in our branches

Assistance dogs

We welcome all assistance dogs in our branches


Hearing loops

All branches have hearing loops that support hearing aids



We can arrange for a British Sign Language interpreter to come to your local branch


Other ways we can help

If you need help with managing your money, we have options that could help you.

To see what help is available (for yourself or someone else) visit supported banking

Power of Attorney lets you arrange for someone you trust to make decisions on your behalf and manage your finances on your behalf.

You may 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 want to increase the accessibility and usability of our services. You can see how we’re working towards this in our accessibility statement

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