Accessibility

Accessibility services to help with your day to day banking

Help with your day to day banking

We're always looking to improve our services to help our customers with their day to day banking. You can find a range of information and details of the different accessibility options we provide below.

How we can help

Sight

In branch

We're working to make our branches easier to access for everyone.

We're working across all our branches to improve lighting levels and fitting handrails to steps.

And, wherever it's possible, all of our new and refurbished branches have been designed with the following features:

  • Automatic or power assisted doors

  • Layout and signage designed with suitable colour contrast to assist our partially sighted customers

Cash machines

We've added features to our cash machines to make them easier to use, with more on the way.

All of our cash machines have audible tone prompts after each key depression. The keyboards on our new cash machines also have the following features:
 

  • Raised dot on the number 5

  • Coloured keys for 'entry' and 'error'

  • A depression in the middle of the keys making the keys easier to press
     

What's next?
 

We will be installing cash machines that can talk.

We'll update this as soon as there's more news and timescales.

Correspondence

If you have any visual impairments, we provide several services free of charge, when it comes to our correspondence.

You can request these services by speaking to a member of staff in branch, or by connecting with our digital assistant, Cora, who will be able to help:
 
  • Statements and general correspondence produced in Braille, large print or on audiotape
  • Brochures produced in Braille, large print or on audiotape
  • PIN numbers provided in Braille

Using our website

We're always working to make our website more accessible. And, we have a number of features that can help with using it.

Our website has keyboard shortcuts, these can be accessed on a computer by using the following keys on the following browsers:

Chrome

Alt on Windows
Ctrl + ⌥ Opt on Mac
 

Firefox & Safari

Alt+Shift on Windows
Ctrl+⌥ Opt on Mac
 

Prior to IE8

Alt + Access Key focused on the element along with Enter to activate
 

IE8 and above

Alt on Windows. For links you need Alt + Access Key focused on the element along with Enter to activate
 

Access key letter Action

H Load home page
A Load accessibility page
N Skip to the main navigation of a page
S Skip to the main content of a page
 

The website should work with the accessibility options in iOS and Android on tablet and mobile. The website should also work with all major screen reader software.

Accessible debit card

We offer a debit card that's been specially designed to be easier to use if you're blind or partially sighted.

The card has several features:

  • A series of raised dots so you'll know whether the card is a debit or savings card.

  • A carved out notch on the side of the card, so you can work out which way to insert your card into a cash machine or card reader.

  • On the back of the card, telephone numbers have been increased in size by 50%

See even more detail and how to get it

 

 

Braille card wallet

We can provide a braille card wallet to help you identify your card.

We can provide a braille card wallet to help you identify your card.

You can request a wallet in branch by asking a member of staff.

 

Hearing

In our branches

There are a range of services offered in our branches which can help with your visit and banking needs.

  • We provide hearing induction loops in all of our branches. In addition to providing fixed loops on some of our counter positions, all branches have a portable induction loop that is available for use in interview rooms.
     

  • Tell us if you’d like to activate an induction loop when you’re in the branch to help you hear more clearly with your hearing aid. Look for the setting marked ‘T’ and set it to this position. We’ll switch the loop on and you’ll be able to talk to us straightaway.
     

  • We can arrange for a British Sign Language (BSL) interpreter to be present for meetings free of charge. We’ll need a few days notice to arrange this for you.

Minicom and text relay

If you need to make use of minicom or text relay services, we can help out

We have minicom numbers to help you access our telephony services using Text Relay.

The numbers for the department you’re looking for are detailed on the “Contact Us” page of the website.

Sign video for British Sign Language users

SignVideo provides on demand interpretation to enable British Sign Language users to have access to telephone banking services.

If you're not sure what SignVideo is, you can learn more about SignVideo in BSL by viewing the video.

SignVideo is available Monday to Friday, 8am to 6pm and you’ll need to have a computer or device with one of the following operating systems:

  • iOS devices (8 or upwards), many Android devices (4.4 upwards), PC (i3 or above) or Mac with a webcam
  • IE 9-11 or Firefox (for Windows), Safari for Mac
  • Bandwidth of at least 256 kbp/s upload and download (384 kbp/s recommended)

The first time you use SignVideo, you’ll be asked to install technology called a plug-in on your computer or to download the SignVideo app if you’re using a tablet or smartphone. It will help with the video quality and make sure your calls are secure. You only need to do this once. 

Once installed, return to this website and click on the SignVideo links below. You’ll be taken to a new window and connected via a secure video link to a fully qualified and NRCPD registered interpreter. Tell them that you want to speak to NatWest.

Before you call, get together any account details or information that you’ll need to identify yourself. That way, we’ll be able to get you to the right person quickly.

Start Using SignVideo

 

Things you need to know:

This service is available for all account servicing, and we'll be able to help with many of your day to day banking queries and transactions. Remember, please be cautious with your personal details. We’ll never ask you to disclose your PIN, or full password. The interpreter will help deal with your request in a safe and secure way.

Your video call is relayed in real time using secure technology. However, we may record the voice conversation between your interpreter and NatWest for training and monitoring purposes.

Where to get help:

For troubleshooting or technical guidance about SignVideo, please contact help@signvideo.co.uk.

Mobility

Improving our branch access

92% of our branches currently have wheelchair access. We're working with the national spinal cord injury charity Back Up to make further improvements to all of our new and refurbished branches.

What we're adding to our new branches
 
  • A permanent or temporary ramp
  • Automatic or power assisted doors
  • Interview rooms at ground level with access suitable for wheelchair users
  • Counter positions at lower levels for customers who use wheelchairs and, in branches where this isn't possible, a writing table at a lower level
  • All branches have lower level writing shelves

Our branch locator tells you if your branch has disabled access.

Working with Back Up

Back Up is a national charity helping people affected by spinal cord injury – they offer wheelchair skills training, peer mentoring, activity courses and support getting back to school or work

We are working to enhance the experience when you visit our branch sites with the help of Back Up by:

  • Reviewing the temporary ramps that we use

  • Reviewing the current branches where we want to enhance the accessibility

  • Providing referrals to Back Up where customers with spinal cord injuries want additional support with wheelchair skills

Dexterity

Options in branch

To help out in branch, there's a range of options available which can help with your day to day banking

The following are available which can help out with your day to day banking: 

  • Signature stamps

  • Templates to help you write your cheques

 

Dexterity on our website

We're actively working to make our website easier to use all the time.

Using our website

  • Our design allows for bigger buttons and links so you can use the website more easily

 

  • You can also increase the font size to make the links/buttons larger.

Other

Other ways to assist you

There are many ways to bank with us that offer support to customers who need assistance with disability and accessibility.

Mobile branches: Find the times and stops of your local NatWest Mobile Branch.

Telephone banking: You can carry out a range of transactions using your telephone once registed.

Branch banking: See the range of services available and find your local branch.

Online Banking: Manage and keep track of your finances 24/7 with Online Banking from NatWest.

Mobile banking: A secure, easy to use and convenient way to manage your money on the go.

Community Banker: Our Community Bankers bring the bank to local communities, offering customers face to face assistance and support.

Community Bankers

Our Community Bankers bring the bank to local communities, offering customers face to face assistance and support.

Community Bankers help customers understand how to manage their finances through our financial health checks.

Their role is also to help customers understand our many ways to bank and to deliver important local events on fraud, scams and online security to help people keep their money safe.

Mobile branches

Our mobile branch service allows you to do all your usual everyday banking, like making deposits, withdrawing cash and paying bills.

Our mobile branch service allows you to do all your usual everyday banking, like making deposits, withdrawing cash and paying bills.

Improving with help from RNIB

We're working with the Royal National Institute of Blind People to become even more accessible too.

The RNIB have been of huge help so far, helping us with our accessible debit card offering.

We're also working with them across a number of other areas and are seeking their guidance around upcoming changes to our website, along with getting their help when it comes to testing new pages on our website.

Smartphone accessibility functions

We've created a range of videos to help you with the accessibility functions on your iPhone or Android smartphone.

Accessibility shortcut on your phone

This video provides a range of short and simple steps to use the accessibility features on your mobile.

Enlarge text on your mobile phone

If you're not sure how to adjust the text size on your mobile phone, this video can help you out.
 

Change your phone display

Our short video talks through some steps that can help make your mobile display easier to see in a number of different ways.

 

Our accessible debit card

It's been specially designed to be easier to use if you're blind or partially sighted. Developed with and accredited by the Royal National Institute of Blind People.

The card has several features:

  • A series of raised dots so you'll know whether the card is a debit or savings card.

  • A carved out notch on the side of the card, so you can work out which way to insert your card into a cash machine or card reader

  • On the back of the card, telephone numbers have been increased in size by 50%.