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.
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, and
- 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 may be some issues for screen readers using our loans and mortgages calculators. If you need support with this, please phone 0330 9 123 123 (Freephone).
Thanks to recent updates, there should be no significant issues which prevent you from using our website.
If you find any issues using our website please let us know.
Opening an account
- The application form for a current account has some unlabelled questions in the personal details sections. If you use a screen reader, you won’t know the purpose of these inputs fields.
- When applying for an account, we'll need some information about your identify. If you use a keyboard to navigate online, you won't be able to activate the 'Add another nationality' button.
- We'll need your address. If you can't find your address using our look-up, you'll need to click on the 'Can't find your address?' link. However, you can't go to this link with a keyboard.
Or you can open an account by visiting us in branch
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 partner with the Digital Accessibility Centre (DAC) to run regular tests. They run reviews of our content against the WCAG 2.2 guidelines.
They run a range of manual tests using the following assistive technologies:
- JAWS screen reader
- NVDA screen reader
- Dragon speech recognition
- Windows Magnifier
- ZoomText
- Voiceover screen reader
- Talkback screen reader
- Screen Magnification
- Pinch to Zoom
- System inverted colours
Browsers
- Chrome
- Firefox
- Edge
- Safari
Operating systems
- iOS
- Android
- Windows
- MacOS
Since May 2024 we’ve fixed 77 accessibility issues. This is across our website, mobile apps, Online Banking and email services.
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
Tell us once
We all need help sometimes. If something’s affecting how you manage your accounts, we may 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 onto Online or Mobile banking. Just type ‘tell us once’ into the Chat conversation.