Banking for all

Help for customers with disabilities

Here at the Clydesdale Bank we want to ensure that all our customers have confidence that they will be able to carry out their day to day banking and access our products and services.

We recognise that not everyone is the same and we commit to working with customers as individuals, understanding their personal situation and ensuring that we deliver a superior experience for everyone regardless of circumstance.

We will continually look to remove obstacles and blocks preventing access to everyday banking facilities. We will work tirelessly to improve accessibility to our products and services for all our customers and have introduced features such as:

• Talking cash machines
• Braille, large print or audio formats for statements, documents, leaflets and PINs
• Improvements to our branches
• A more accessible website

Access to branches

We’ve been making improvements to many of our branches to improve ease of access. We’ve introduced features such as:

• Ramps and wheelchair lifts
• Low-level counters
• Counters and interview rooms with a portable hearing induction loop
• Interview rooms that are accessible for customers who use wheelchairs
• Access for guide dogs and assistance dogs

Website accessibility

Our website includes features that make it easier to use by people with a disability. Read our website accessibility information.

Using cards with a PIN

If you have trouble using a card with a Personal Identification Number (PIN), or remembering your PIN, you can ask us for a chip and signature card. With this card you can make payments in shops using your card and your signature.

There’s helpful information about chip and signature cards on the Pay Your Way website.

Cheque templates

If you need help writing cheques, speak to your local branch about a cheque template. This sits over your cheque book pages and highlights the areas you need to fill in. The template is supported by Braille instructions so you know what to write in each box.

Help for visually impaired customers

To register for telephone banking

We’ve developed our telephone banking services to make them easy for customers who are blind or visually impaired to use.

• Call 0800 678 1230 Monday to Friday 8am - 9pm
  Saturday 8am - 9pm
  Sunday 10am - 5pm
  The phone service may be temporarily unavailable during periods of routine maintenance)

You'll be connected to an adviser. For security, calls may be recorded and monitored.

We can provide registration information in large print, on audio tape or in Braille, just let us know on the call.

Screen reader software

We care about accessibility and usability so our internet banking has been tested on both Microsoft and Apple screen reader software (JAWS and VoiceOver).

Audio tokens for internet banking

If you’re visually impaired an audio token can help you when you use internet banking. The audio token is larger in size and uses audible commands.

To order an audio token

• Call 0800 678 1230 (Monday to Friday 8am - 9pm
  Saturday 8am - 9pm
  Sunday 10am - 5pm
  . The phone service may be temporarily unavailable during periods of routine maintenance)

You'll be connected to an adviser. For security, calls may be recorded and monitored.

Audio tokens for Business Internet Banking

Business customers can also order an audio token for their Business Internet Banking service. You should contact your branch or relationship manager to order one.

Talking cash machines

All Clydesdale Bank cash machines with a headphone connection are designed for visually-impaired customers and an artificial voice will guide you through the choices and information that appears on the screen.

Plug your headphones into the cash machine before you press any keys. It can guide you through every action including inserting your card and entering your PIN, to hearing an account balance, the cash withdrawal process, mobile phone top-up and even changing your PIN. When you press a key you’ll hear a tone to let you know that action has been completed. The raised dot on the ‘5’ key helps you orientate yourself on the keypad.

Where possible, we try to make sure our cash machines can be easily reached by people who use a wheelchair.

Alternative format statements, documents, information packs and PINs

If you need statements, documents, information packs and card PINs in Braille, large print or audio, ask at your local branch or call 0800 678 1230 (Monday to Friday 8am - 9pm
Saturday 8am - 9pm
Sunday 10am - 5pm

. The phone service may be temporarily unavailable during periods of routine maintenance)

Help for hearing impaired customers

Minicom (®) facilities

We offer Minicom (®) facilities on our telephone banking service. For details on how to register please call 0800 678 1230 (Monday to Friday 8am - 9pm
Saturday 8am - 9pm
Sunday 10am - 5pm

. The phone service may be temporarily unavailable during periods of routine maintenance)*.

For registered Minicom (®) customers please call 0800 678 3528 (Monday to Friday 8am - 9pm
Saturday 8am - 9pm
Sunday 10am - 5pm

. The phone service may be temporarily unavailable during periods of routine maintenance)

* Customers who wish to register for the Minicom (®) service will require to have access to a Minicom (®) system.

If you need a sign language interpreter

If you’re deaf or hard of hearing you might want a sign language interpreter to come with you to an appointment at your local branch. We’re happy to pay for this — just let us know when you book the appointment. You should book an interpreter yourself and ask them to bring proof of their registration to the appointment. If you can provide us with the interpreter’s invoice, we’ll pay for their service.