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Accessibility and Disability support

Helping you access our services

At Yorkshire Bank, we want you to feel confident that there’s no barrier to carrying out day to day banking, or using any of our products and services.

We recognise that not everyone is the same and promise to work with customers as individuals, understanding your situation and ensuring that we deliver a superior experience for everyone regardless of circumstance.

All the time, we are working to remove obstacles limiting access to everyday banking facilities. We’ll work tirelessly to improve accessibility to our products and services for every customer.

Web accessibility

Supporting our customers with a website that is more usable and accessible for all

Sight

Support for customers who are blind or have visual impairment

Hearing

Support for customers who are deaf, use British Sign Language (BSL) or are hard of hearing

Mobility

Support for customers who are physically disabled or require additional mobility assistance

Reading & memory

Support for customers to read or remember words and numbers

Web accessibility

We’ve developed our website with the aim of making it as usable and accessible as possible for people with sight, hearing, mobility and cognitive impairments as well as people using new technologies or with slow internet connections.

Compatibility with accessibility tools

The website should support recent versions of assistive technologies such as screen readers, speech packages, and screen magnifiers.

Browser support

We monitor all browser usage on our site and actively take steps to support the most popular browsers and versions. Unsupported and older browsers may still work well, but we recommend you keep your browser up to date. For more information on how to keep your browser up to date, visit Get Safe Online (opens in a new window).

Limitations

While we strive to adhere to accepted guidelines and standards for accessibility and usability, it is not always possible to do so in all areas of the website. We are continually seeking out solutions that will bring all areas of the site up to the same level of overall accessibility.

Get in touch

If you find anything on the site difficult to use please send us feedback. To help us get to the bottom of your difficulty, it would be helpful if you provide information such as the website address, which browser you are using, and a description of the problem.

Further help

You can find further guidance and ‘how to’ guides on making the web easier to use at BBC: my web my way (opens in a new window).

You can also find guidance on accessibility options available for some of the most popular operating systems and browsers:

Support for customers who are blind or have visual impairment

Telephone banking

We’ve developed our telephone banking services to make them easy for customers who are blind or visually impaired to use.

Call 0800 678 3380 (24 hours a day, 7 days a week. The phone service may be temporarily unavailable during periods of routine maintenance)

You'll be connected to an adviser. For security, calls may be recorded and monitored.

We can provide registration information in large print, on audio tape or in Braille, just let us know on the call.

Internet banking

We care about accessibility and usability so our internet banking has been tested on both Microsoft and Apple screen reader software (JAWS and VoiceOver).

Register online for internet banking

If you’re visually impaired, an audio token can help you when you use internet banking. The audio token is larger in size and uses audible commands.

To order an audio token

Call 0800 678 1230 (24 hours a day, 7 days a week. The phone service may be temporarily unavailable during periods of routine maintenance).

You'll be connected to an adviser. For security, calls may be recorded and monitored.

Audio tokens for Business Online

Business customers can also order an audio token for their Business Online service. You should contact your branch or relationship manager to order one.

Talking cash machines

All Yorkshire Bank cash machines with a headphone connection are designed for visually-impaired customers and an artificial voice will guide you through the choices and information that appears on the screen.

Plug your headphones into the cash machine before you press any keys. It can guide you through every action including inserting your card and entering your PIN, to hearing an account balance, the cash withdrawal process, mobile phone top-up and even changing your PIN. When you press a key you’ll hear a tone to let you know that action has been completed. The raised dot on the ‘5’ key helps you orientate yourself on the keypad.

Alternative format statements, documents, information packs and PINs

If you need statements, documents, information packs and card PINs in Braille, large print or audio, ask at your local branch or call 0800 678 3380 (24 hours a day, 7 days a week. The phone service may be temporarily unavailable during periods of routine maintenance).

Using cards with a PIN

If you have trouble using a card with a Personal Identification Number (PIN), or remembering your PIN, you can ask us for a chip and signature card. With this card you can make payments in shops using your card and your signature.

There’s helpful information about chip and signature cards on the Pay Your Way website (Link opens in a new tab).

Access to branches - guide dogs and assistance dogs

We’ve been making improvements to many of our branches this includes access for guide dogs and assistance dogs.

Cheque templates

If you need help writing cheques, speak to your local branch about a cheque template. This sits over your cheque book pages and highlights the areas you need to fill in. The template is supported by Braille instructions so you know what to write in each box.

Support for customers who are deaf, use British Sign Language (BSL) or are hard of hearing

Next Generation Text (NGT) relay

NGT is a service provided by BT.

NGT relay can be accessed by either a specialist text phone or by using smartphones, tablets, laptops and PCs with an internet connection.

NGT enables relay operator assisted calls as well as text to text calls.

How to access NGT:

  • To use on a computer, tablet or smartphone you will need to download an app called NGT Lite (opens in a new window)
  • This is free app that provides a text connection in parallel with the phone call
  • To make a call in parallel you will need to prefix the number you wish to contact with the number 18001. This will connect you to a relay assistant to relay the call
  • A relay assistant acts as an intermediary to convert speech to text and vice versa for you and the other person in the conversation; the person you are contacting

NGT is free; however you will still need to pay for the phone call. Phone companies are obliged to apply a special tariff to recognise that text calls may take longer to recognise that.

Access to branches - hearing induction loop

We’ve been making improvements to many of our branches this includes counters and interview rooms with a portable hearing induction loop.

If you need a sign language interpreter

If you’re deaf or hard of hearing you might want a sign language interpreter to come with you to an appointment at your local branch. We’re happy to pay for this — just let us know when you book the appointment. You should book an interpreter yourself and ask them to bring proof of their registration to the appointment. If you can provide us with the interpreter’s invoice, we’ll pay for their service.

Minicom (®) facilities

We offer Minicom (®) facilities on our telephone banking service. For details on how to register please call 0800 678 3380 (24 hours a day, 7 days a week. The phone service may be temporarily unavailable during periods of routine maintenance)[1].

For registered Minicom (®) customers please call 0800 678 3528 (24 hours a day, 7 days a week. The phone service may be temporarily unavailable during periods of routine maintenance).

[1] Customers who wish to register for the Minicom (®) service will require to have access to a Minicom (®) system.

Internet banking

We care about accessibility and usability so our internet banking has been tested on both Microsoft and Apple screen reader software (JAWS and VoiceOver).

Register online for internet banking.

Support for customers who are physically disabled or require additional mobility assistance

Access to branches

We’ve been making improvements to many of our branches to improve ease of access. We’ve introduced features such as:

  • Ramps and wheelchair lifts
  • Low-level counters
  • Counters and interview rooms with a portable hearing induction loop
  • Interview rooms that are accessible for customers who use wheelchairs
  • Access for guide dogs and assistance dogs

Using cards with a PIN

If you have trouble using a card with a Personal Identification Number (PIN), or remembering your PIN, you can ask us for a chip and signature card. With this card you can make payments in shops using your card and your signature.

There’s helpful information about chip and signature cards on the Pay Your Way website (Link opens in a new tab).

Cheque templates

If you need help writing cheques, speak to your local branch about a cheque template. This sits over your cheque book pages and highlights the areas you need to fill in. The template is supported by Braille instructions so you know what to write in each box.

Telephone banking

We’ve developed our telephone banking services to make them easy for customers who are blind or visually impaired to use.

Call 0800 678 3380 (24 hours a day, 7 days a week. The phone service may be temporarily unavailable during periods of routine maintenance).

You'll be connected to an adviser. For security, calls may be recorded and monitored.

We can provide registration information in large print, on audio tape or in Braille, just let us know on the call.

Internet banking

We care about accessibility and usability so our internet banking has been tested on both Microsoft and Apple screen reader software (JAWS and VoiceOver).

Register online for internet banking.

Support for customers to read or remember words and numbers

Using cards with a PIN

If you have trouble using a card with a Personal Identification Number (PIN), or remembering your PIN, you can ask us for a chip and signature card. With this card you can make payments in shops using your card and your signature.

There’s helpful information about chip and signature cards on the Pay Your Way website (Link opens in a new tab).

Talking cash machines

All Yorkshire Bank cash machines with a headphone connection are designed to allow an artificial voice to guide you through the choices and information that appears on the screen.

Plug your headphones into the cash machine before you press any keys. It can guide you through every action including inserting your card and entering your PIN, to hearing an account balance, the cash withdrawal process, mobile phone top-up and even changing your PIN. When you press a key you’ll hear a tone to let you know that action has been completed. The raised dot on the ‘5’ key helps you orientate yourself on the keypad.

Cheque templates

If you need help writing cheques, speak to your local branch about a cheque template. This sits over your cheque book pages and highlights the areas you need to fill in. The template is supported by Braille instructions so you know what to write in each box.

Internet banking

We care about accessibility and usability so our internet banking has been tested on both Microsoft and Apple screen reader software (JAWS and VoiceOver).

Register online for internet banking.

If you’re visually impaired, an audio token can help you when you use internet banking. The audio token is larger in size and uses audible commands.

To order an audio token

Call 0800 678 1230 (24 hours a day, 7 days a week. The phone service may be temporarily unavailable during periods of routine maintenance) You'll be connected to an adviser. For security, calls may be recorded and monitored.

Audio tokens for Business Online

Business customers can also order an audio token for their Business Online service. You should contact your branch or relationship manager to order one.

Alternative format statements, documents, information packs and PINs

If you need statements, documents, information packs and card PINs in Braille, large print or audio, ask at your local branch or call 0800 678 3380 (24 hours a day, 7 days a week. The phone service may be temporarily unavailable during periods of routine maintenance).

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