Mobility or dexterity impairment

Online Banking lets you do your banking in your own time, without having to visit a branch or phone us. It’s safe and it gives you complete control of your accounts with us. It’s been awarded the AbilityNet Accessibility kite mark.

You can adjust the size of text and screen contrast when you’re logged in, as well as change your computer settings to give you a better experience.

It’s free to register for Online Banking, and once you have, you can do almost everything you can in a branch, with clear guides to help you at any point. Just register online or call us. You can use our Text Relay service if you prefer.

Find out how you can change your device settings to make it more accessible.

Passcode and memorable word

You can use a passcode and memorable word to log in to Online Banking, instead of PINsentry. Just choose that option on your Online Banking homepage we’ll ask you to enter your code and 2 random letters from your memorable word. You can also save this as your preferred log-in method.

For security reasons, some features of Online Banking are only available if you log in with PINsentry. See our PINsentry FAQs  for more information.

You can choose your own passcode and memorable word in 2 ways:

1. Selecting ‘I’ve forgotten my log-in details’ on your Online Banking homepage.
2. Logging in and selecting ‘Change my passcode & memorable word’ under ‘Customise my site’.

Then just follow the on-screen instructions.

Call us and we’ll send you a membership number and five-digit passcode within five working days.

You can also access Telephone Banking using Next Generation Text relay service, or create your own Telephone Banking passcode that's more memorable to you.

Most of our branches have private meeting rooms and accessible quiet areas, so you’ll have a comfortable space to talk to us.

We also offer longer appointments, so we have plenty of time.

If you’d like these, just let us know when you book your appointment.

We’ve installed low-level counters in many of our branches so it’s easier to talk to our staff should you find it difficult to use higher ones.

You can find out which branches near you have low-level counters by calling us or check using our branch finder.

If you have a personal or business current account with us, you can do much of your day-to-day banking at a Post Office.

To help us tailor your banking to your needs, you can let us know if you have any specific requirements. We’ll then add a discrete and confidential note to your account, so we’ll know about this whenever you want to speak to us or visit us in person.

Our indicators include

• Dexterity
• Reading, or understanding words or numbers
• Hearing
• Hearing – lip reader
• Hearing – sign language
• Mobility
• Memory
• Speech
• Speech and hearing
• Speech – synthetic voice
• Visual – audio letters
• Visual – large-print letters
• Visual – Braille

We’ll never use this information for any reason other than to improve our service and tell you about new services that you might find useful.

Just let us know if you feel that any of these categories reflect your requirements and we’ll take care of the rest. You can also ask us to remove this information at any time.

Our audio-accessible PINsentry card reader is larger than a standard device, so it’s easier to hold, has a bigger screen and an easy-to-use key pad, to help you log in to Online Banking.

You can choose to receive your statements from us in standard print, large print, audio CD, Braille or online.

If you use Online Banking, you can adjust the text size and screen contrast when you’re logged in, to make your statements easier to read. You can also download them as PDFs on a computer or smartphone.

If you use the Private Bank app, changing the accessibility features on your device can help you read your statements in the app, like inverting the colours on the screen.

If you find it difficult to remember a PIN, a chip-and-sign card allows you to use your signature when using your debit or credit card, or use PINsentry to identify yourself in branch.

Instead of entering a PIN, you’ll be asked to sign a receipt that will be checked against the signature on your card.

You can order a chip-and-sign card from any of our branches or by calling us.

We offer templates to make writing cheques, filling out credit slips and signing your debit or credit cards easier.

Use the spaces and Braille instructions on the relevant template to show you where to write the amount, payee, date and signature for cheques and slips and your signature for cards.

You can order templates from any of our branches or by calling us.