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.
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.
Experian Support Hub
The Experian Support Hub is a free service where customers can share their support needs with various service providers in one simple process. Some, but not all, banks and financial services have signed up to offer the Experian service to customers. You can see which organisations use this service here.
For deaf customers who use BSL they can indicate that they cannot speak on the phone, plus request the use of Relay or BSL VRS or contact via email or letter. They can indicate they will bring a third party if meeting face to face, ask for a quiet space and a BSL interpreter or indicate that they will bring their own interpreter.
Customers indicate from a list what support they need. Customers choose which of the listed organisations they wish to share their information with and then Support Hub shares that information with the service provider.
This video explains the process in a few short steps (and in BSL!) Fullscreen Recommended.
Get in touch
Are you deaf or supporting someone who is? Or part of an organisation that wants help?
