Test Services

Text Relay (into telephony)

Text relay uses a relay assistant in a call centre so deaf or speech-impaired users can type and read to communicate with hearing people.

Dial 18001 followed by the telephone number. Download the free app. Request a TextNumber from Relay UK.

Instant digital sign language or Video Relay Service (VRS)

Video relay allows deaf, hard-of-hearing, and speech-impaired people to make a video call in sign language via an interpreter.

Use the SignVideo call software to connect with an interpreter, who will then call a hearing person and relay the conversation.

Video Banking / Video Calls for Lip Readers

Some banks offer video banking services that support lip readers.

Join a video call where lip reading is supported, usually via dedicated banking software.

VRS Callback Service

A hearing person can use a telephone to call a deaf person on their smartphone or tablet through a video relay interpreter.

The hearing person uses their phone, and the deaf person uses a smartphone/tablet with interpreter assistance.

LipSpeaker Service

A Lipspeaker repeats a speaker’s message to lipreaders accurately, without using their voice.

Request a qualified and NRCDP-registered Lipspeaker before visiting the branch.

Note Takers

Some banks provide note takers to help deaf or hard-of-hearing customers keep a written record of interactions.

Ask your bank whether they can provide a note taker for your appointment.

Hearing Loops

Hearing loops are sound systems that transmit audio directly to hearing aids set to the 'T' setting.

Look for hearing loop signage in the branch. Set your hearing aid to the 'T' setting.

Face-to-face interpreters by request

Banks may arrange BSL or DeafBlind interpreters, though they usually must be booked in advance.

Request the interpreter before visiting your bank branch.

Video Remote Interpreting (VRI)

Allows deaf and hearing people in the same location to communicate with interpretation provided remotely on-screen.

The bank staff call SignVideo via a smartphone, tablet or computer to connect to a qualified interpreter.

BSL for Web Content (Signly)

Signly provides instant BSL translation of web text via swipe or hover.

Enable Signly on the bank’s accessibility page, or it may work automatically.

Live Chat / Web Chat to a Human

A chance to chat with a live agent via text while using a website or app.

Type your enquiry or select issue categories from dropdown menus if prompted.

Chatbot Support

Automated computer programme that simulates human conversation via text.

Use key words like 'complaint', 'pin', 'card' to get accurate responses.

Bank Accessibility Records

Most banks allow recording of accessibility needs through forms or telephone support.

Visit the bank’s accessibility pages or contact them directly to record your needs.

Experian Support Hub

Lets consumers share accessibility support needs across multiple organisations.

1. Select your support needs. 2. Set up your account. 3. Share with organisations.

Useful Services

Find charities and services that offer extra support.