Accessibility services to help

with your day to day banking

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.

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 for cash machines?
 

We will be installing cash machines that can talk.

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

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.

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.

• A notch carved out of the side of the card, to help you work out which way round to insert your card into a cash machine or card reader.
• A series of raised dots or lines, so you’ll know which card is your NatWest card.
• Telephone numbers on the back of the card are 50% larger to make reading easier.

Numbers on our accessible card are not embossed. If you require braille, large print or audio correspondence, an embossed card accredited by the Royal National Institute of Blind People is available.

Order an embossed accessible debit 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.

• 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.

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.

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 Royal Bank of Scotland.

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 Royal Bank of Scotland for training and monitoring purposes.

Where to get help:

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

• 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.

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.

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

• Signature stamps.

• Templates to help you write your cheques.

• 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.

Mobile Branches: Find the times and stops of your local Royal Bank of Scotland Mobile Branch.

Telephone Banking: You can carry out a range of transactions using your telephone once registered.

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

Digital Banking: Manage and keep track of your finances 24/7 with Online Banking from Royal Bank of Scotland.

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 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.

If you have a disability, are elderly or find it difficult to use our services, talk with our team and they'll be happy to make reasonable adjustments to suit your needs and demonstrate how our mobile branch service can help.