Customer accessibility

Help & support

There are a variety of reasons why you may need additional or tailored support if you have a savings or mortgage account with us. We would like to ensure you get the support you require.

If you visit a branch and require additional assistance we have the following facilities to help:

  • Hearing induction loops.

  • Step-free access and seats at our counters.

  • Pen grips.

  • Magnifying glasses.

  • Clipboards and signature guides.

  • Private meeting rooms in our branches (advanced booking recommended). If you would like a longer appointment, we are happy to arrange this at the time of booking.

  • You can book a mortgage appointment or savings appointment online or in branch.

If you require any further assistance please speak to one of our Customer Service Advisers who will be happy to help. 

To make sure our online services are easy for our members to use:

  • Our website meets the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA standard
  • Our website has been made digitally inclusive by an accessibility toolbar (find this  by clicking the stick man in a circle at the bottom left of any page on our website) which helps you to consume our web content in ways that work best for you. Tools include: 

    • A screen reader – reads out text aloud for users with visual impairments.

    • Translation – quickly translates our web content into over 100 languages.

    • Styling and customisation – change colours, fonts, size and spacing to suit.

    • Reading aids – ruler, screen mask, magnification, and a dictionary.

  • We test our online services with our Member Forum members.
  • We write in plain English and explain technical terms when we have to use them. 

 

We've made it easier to talk to us through our video appointment service. You can speak to a qualified savings or mortgage adviser from the comfort of your home or place of work. 

We promise to treat anything you tell us sensitively and with care. Anything you do tell us will be handled in accordance with our privacy notice. 

You can book a mortgage appointment or savings appointment online or in branch.

If you need assistance receiving information, we can help. 

We can provide our communications to you in different ways if you:

  • are visually impaired or have difficulty with reding standard print.
  • need assistance with completing forms or someone to talk to us on your behalf.
  • need more time to respond to us becuase of your circumstances.

If you need extra support, please contact us and we'll do our best to help.