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Difficulty with hearing or speech?

If you have difficulty with hearing or speech, that shouldn’t be a barrier to operating your savings or mortgage account like anybody else. That is why all of our customer facing staff are trained to be aware that some of our customers may call us using Relay UK (formerly Typetalk).

If you are familiar with this system you will know that this is a service that allows our staff to have conversations with a Relay UK representative. This means that a text Relay assistant converts the conversation to text allowing you to read the conversation on screen. You can also type your conversation and the assistant will relay the message to us.

To use this service, you will need to download a special app for your computer, smartphone or tablet. You can do this by visiting https://www.relayuk.bt.com/about-relay-uk.html 

This useful website will also answer any security questions you may have, but to put your mind at rest this is regulated service operated by BT. As a regulated service, they have to comply with strict guidelines and criteria that apply to all providers of text relay services. In addition, they’re fully compliant with the General Data Protection Regulation (GDPR), which means that your data is completely safe. 

If you think that you will be using this service it would be helpful if you could write to us, so we can make a note on your account. However, even if you don’t, as long as you are able to answer our account security questions correctly we will be able to help you with your account over the phone, just like any other customer.