Additional Support

How we have set up our Kent branches

• All branches have power assisted or automated entrance doors
• All branches are level access or have wheelchair ramps
• We welcome all assistance dogs
• We provide seating areas
• All branches have a low-level counter or separate desk
• Private office spaces
• Induction loop (at least one counter with an induction loop as well as a portable induction loop to use in other areas of the branch)
• We have removed the dark flooring from some of our branches
• In some branches, we support the use of toilet passes 

Equipment available in our branches

If you find it hard to use your hands, sign your name, or read information, these are some things our branch team can provide which may help:

• Magnifiers
• Weighted pens
• Signature guides
• Reading glasses
• Clipboards
• Coloured acetate sheets (we have some colours in-branch, others can be ordered on request)
• Yellow printing paper
• Portable chairs 

All our branches offer appointments subject to availability. To book an appointment in one of our private meeting rooms you can call our Customer Services Team on 0345 122 1122 (see our Contact us page for our opening hours) and request for a member of your nearest branch to call you and arrange an appointment.

Don’t see a support that helps your situation? Let us know in person or over the phone.

Click here to find your nearest branch using our branch finder.

If you have difficulty sing(sic) our online services, this is where you can find useful tips and information on how you can tailor your online experience.

Tips for using our website accessibility menu

Our website features the UserWay accessibility widget, which is a tool that allows you to make quick and simple changes to how our website is presented. The widget makes it easy for you to change the contrast, text size, text spacing and much more. You can even select from Accessibility Profiles. Using Accessibility Profiles means you can instantly turn on a preset combination of options to meet your needs, like low vision or dyslexia.

To get started, just click on the round blue button with the universal accessibility symbol (a person with outstretched arms). Where the UserWay Accessibility Widget is available, it can be found at the bottom left of our web page. For any parts of our website where the Widget is not yet available, please follow the steps below to use accessibility features on your computer or mobile device.

Tips for using accessibility features on a mobile device

Most mobile devices now offer a range of built-in accessibility features that can help with vision, mobility, hearing, speech, or using your device with more independence. Online guides that explore these features in more detail can be found using the links below:

• Android
• iPhone

Tips for using accessibility features on a Microsoft Windows computer

• Turn on the screen reader – choose Start menu > Settings > Ease of Access > Narrator
• Zoom in or out in a browser window – hold CTRL key > click ‘+’ to zoom in OR click ‘-‘ to zoom out
• Zoom in or out of your whole screen – choose Start menu > Settings > Ease of Access > Magnifier
• Change all font sizes – choose Start menu > Settings > Ease of Access > Display
• Make text and apps easier to see – choose Start menu > Settings > Ease of Access > High Contrast

Tips for using accessibility features on an Apple Mac computer

• Turn on the screen reader – press Command + F5 OR press Touch ID quickly three times OR use Siri by saying something like “turn voiceover on”
• Zoom in or out in a browser window – hold Command key > click ‘+’ to zoom in OR click ‘-‘ to zoom out
• Zoom in or out of your whole screen – hold Command key > click ‘+’ to zoom in OR click ‘-‘ to zoom out
• Change all font sizes – choose Apple menu > System Settings > Accessibility > Display > Text Size
• Make text and apps easier to see – choose Apple menu > System Settings > Accessibility > Display > Increase Contrast

Online guides for using accessibility features in different web browsers

• Google Accessibility  (including the Google Chrome browser).
• Microsoft Edge
• Mozilla Firefox
• Apple Accessibility (including the Safari browser)

No matter what support you need, or situation you’re facing, we’re here to help in any way we can. We know there’s no one-size-fits-all approach, so we’ll take the time to understand your needs and respond with sensitivity, respect and compassion.

Our promise

• To remain open, approachable and to support you with sensitivity and respect
• To treat you as an individual and do everything we can to understand and support your needs
• To regularly review and update our policies, products and services
• To equip our colleagues with the skills and training they need to support all our customers
• To keep our communications clear, accessible and easy to understand
• To connect you with charities or advice services, where we extra help is needed

Ways we can help

We can provide the following in large print, braille or audio CD:

• Any letter we send
• Account statements
• Terms and conditions
• Information leaflets

You can also let us know if you need further support in the following ways:

• Sending a letter to our head office address
• Visiting your local branch
• On the phone
• By secure message, if you have registered for our online services
• Completing the “Customer Support” section on our application forms and other letters that we send to you

You can also use Relay UK (this used to be known as Text Relay). Relay UK offers confidential text-to-speech and speech-to-text services for those who struggle to use the phone.

You'll need the Relay UK app or a textphone. Dial 18001 followed by the number you want to call. The opening hours will be next to the number.

Click here to find out more about how to use Relay UK.

To use existing Bereavement copy currently live on Support page.

To use existing Power of Attorney copy currently live on Support page.

To use existing Fraud and Scams copy currently live on Support page.