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"Live Chat"
"Web Chat"
Use the bank website or app function to exchange instant messages by written text directly with bank staff.
Anyone who cannot speak on the phone but needs to contact their bank for a conversation or enquiry.
A smart phone, tablet or laptop with wifi/ data and access to your bank's website or app.
Not all banking services may be possible using this option.
"Chatbot"
Similar to "Live Chat" but uses technology (AI) to generate suggested responses.
"Relay UK"
"Text Relay"
Anyone who cannot speak on the phone but doesnt want to use Live Chat or doesn't have a smartphone.
Text Information about Text Relay (by Ofcom). – Ofcom
Information about Relay UK (by BT).
YouTube video about Relay UK (by BT).
Information about TextNumbers for Relay UK (by BT).
Video Relay Service” (VRS)
Instant access to an on-screen interpreter.
Sign language users (e.g. BSL / ISL) who want to a conversation with bank staff.
A wifi-enabled smart phone, tablet or computer (with a camera).
Some of the companies who provide VRS services:
InSignLanguage website
Sign Solutions website
SignVideo website
Contact Scotland (contactscotland-bsl.org)
This is the national VRS service for Scotland and it is free-of-charge for its users.
Video Banking
People who lip read.
A wifi-enabled smart phone, tablet or computer (with a camera).
Check with your bank to see if they offer this.
Lipspeaker Service
You can ask a trusted friend, family member or a professional lipspeaker to call your bank when you are with them. They speak to the bank and relay the information to you.
People who lip read.
A telephone.
Note: Some banks will require pre-notification that you use a lipspeaker, this is to maintain security.
Lipspeaker UK - Communication services for deaf & hard of hearing people
“Hearing Loop”
“Audio induction loop”
A physical device provided by the location to work with a suitable hearing aid.
For deaf or hard of hearing people who use hearing aids.
In order to pick up the sound, your hearing aid must be set to ‘T’ (Telecoil) setting. If this has been set up, you will see this sign>>
Bringing a trusted friend or family member or professional interpreter, lipspeaker etc.
You may like to bring a trusted friend, family member or a professional (e.g., interpreter or lipspeaker) to the branch to support or interpret for you.
Many different scenarios / needs.
Different banking providers may have differing rules around bring people to appointments, this is for your safety and security. They may want to see their ID, professional registration (if an interpreter), or need them to be a customer of that particular bank. Check with your bank.
Sign language interpreters.
Deafblind interpreters.
A fully qualified interpreter is booked and paid for by the banking provider to support face-to-face appointments.
Sign language users (e.g., BSL or ISL) or tactile sign language users.
These services usually require at least two weeks' notice to arrange.
Check with your banking provider about arranging this.
“Video Relay Interpretation” (VRI)
Instant access to an on-screen interpreter.
The use of a device in-branch to provide instant access to an on-screen qualified interpreter.
Sign language users.
The service is paid for by the banking provider, but they may require you to bring your own device to user this service (it will need a camera and access to the internet).
Click here for a video (in BSL) about how this service works (by SignVideo).
Note takers.
People who are unable to take written notes themselves.
These services usually require at least two weeks' notice to arrange.
Check with your banking provider about arranging this.
Websites in British Sign Language (BSL)
Some banking websites now allow you to choose an option to turn on BSL translations of written English (this is for the public websites, not for internet banking)
Sign language users.
A smart phone, tablet or laptop with wifi/data and access to your bank’s website.
An example company who offers this technology is Signly
Nowadays, most financial services companies can discretely record information about your access needs or support needs. The sorts of things they can record include:
I lip read, please face me when speaking.
I need to use the hearing loop.
I need to use text relay.
I need to use the video relay service.
Please arrange for an interpreter (BSL/manual deafblind).
I will bring my own BSL interpreter with me.
Please speak clearly and slowly.
You may be able to record these preferences directly with the bank using their app or internet banking, or you can ask staff to do this for you when you next speak to them. There are also a number of companies who provide services to help do this, for example Experian Support Hub or Vulnerability Registration Service.
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