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Accessibility

Making our services available to everyone

Banking that's accessible to everyone

We're committed to providing excellent service to everyone. We recognise that our customers have a range of needs and we're working with various groups to make sure that our services and products are completely accessible.

Digital accessibility

We're making our mobile app, website and online services accessible with features like:

  • Support for accessibility features on iOS and Android mobile and tablet devices
  • Compatibility with most major screen-reader software
  • Colour contrast meets the latest version of WCAG guidelines
  • Keyboard operability

You can also get additional support for your banking with the Banking My Way toolkit in the mobile app and online banking.

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Banking My Way

Banking My Way is our free service to support you in making banking easier online and when you interact with us.

You can record information about the support or adjustments you need using the app, online banking or with our team in branch or over the phone.

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Branch accessibility

We've been improving our branches to make access easier for everyone. We assess our branches' physical accessibility and look for improvement opportunities as part of future refurbishment schemes.

Features in branch to support you

Where 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
  • Hearing induction loops

We have hearing induction loops in all of our branches, in addition to providing fixed loops on some of our counter positions.

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Cash machines

We've made adjustments to our cash machines to help make banking easier.

Wheelchair height

Where possible, our newer cash machines have been installed at a height suitable for wheelchair access.

See our cash machine locations

Audible tone prompts

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 number 5.
  • Coloured keys for entry and error.
  • A depression in the middle of each key, making it easier to press.

 

Talking ATMs (TATMs)

We've introduced Talking ATMs (TATMs). Anyone can use this functionality, and it's designed to help visually impaired customers use ATMs safely and securely. 

  • you need a set of ear phones to use TATMs which you plug into the ATM.  
  • to activate the audio functionality press the number 5. 
  • you can check your balance, take out cash, get a mini statement or emergency cash.

Helpful tools and services

Accessible statements

We offer accessible statements and correspondence in different formats, free of charge. Choose from Braille, large print, coloured paper, or audio CD statements.

You can speak to a member of staff in branch to request any of these services.
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Rubber signature stamp

We offer a rubber stamp free of charge which can replicate your actual signature or printed initial and surname.

You can speak to a member of staff in branch to request any of these services.

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Our accessible debit card

We provide all our personal and premier customers with an accessible debit card. It’s been specially designed to be easier to use and features:

  • 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 International card.
  • telephone numbers on the back of the card are 50% larger to make reading easier.
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Something else we can help you with?