Accessibility and Disability
Providing Excellent Service
We are committed to providing excellent service to everyone. We recognise that our customers have a range of needs and we are working with various groups to make sure that our services and products are completely accessible.
Icon expand Key Features
We’re working to improve access in our branches with:
- Power assisted doors
- Ramps and handrails, where local authorities allow
- Hearing induction loop systems
- Clear directional signage
- And colour and textural contrasts on our flooring to help with navigation
Our new branch designs comply with building regulations, BS standards, recommendations under the Equality act 2010, and are ergonomically considered and validated by third party specialists.
Translation services are available for over 50 languages. We can arrange for an interpreter or translation free of charge. Please contact us to arrange for an interpreter or translation services.
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 the number 5
- Coloured keys for 'entry' and 'error'
- A depression in the middle of the keys making the keys easier to press.
- Talking ATM
Insert your own headphones (any with a standard 3.5mm jack plug, like the one on a phone or MP3 player, will work) into the audio output socket on the front of the cash machine and listen to the options. An audio guide will then talk you through the available transactions.
Free of charge services
You can request these services by speaking to a member of staff in branch, or by using the FAQ search on our Support Centre page:
- Statements and general correspondence produced in Braille, large print, audiotape or coloured paper.
- Brochures produced in Braille, large print or on audiotape.
- PIN numbers provided in Braille.
Accessible debit card:
The card has several 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 card.
- Telephone numbers on the back of the card are 50% larger to make reading easier.
Numbers on our accessible card are not embossed. If you require braille, large print or audio correspondence, an embossed card accredited by the Royal National Institute of Blind People is available.
Order an embossed accessible debit card.
Relay UK services:
Users can use the Relay UK app to access this service
You will need to dial 18001 in front of the number that you want
When you answer the call, you will hear a recorded message saying: 'Please hold for an Operator assisted call from a textphone user'.
Wait for a Relay UK Operator to join the line. The Operator will ask if you have used the service before.
If 'no' a short explanation of the service will begin. If 'yes' you can begin your conversation
For more information
Icon expand Digital Features
Using our website:
The website has been designed and tested in accordance to the Web Content Accessibility Guidelines (WCAG2.1) at Level AA. Features include:
- Support for accessibility features on iOS and Android devices
- Compatibility with all major screen-reader software
- Contrasting colours
- Browser zoom support, without loss of information
- Keyboard operability
Whilst we strive for a website that is accessible to all of our customers, we recognise there’s always room for improvement. If you do have access issues with our website, please get in touch so that we can help.
Using SignVideo for British Sign Language users:
How to use SignVideo
If you're not sure what SignVideo is, you can learn more about SignVideo in BSL by viewing the video.
SignVideo is available Monday to Friday, 8am to 6pm and you’ll need to have a computer or device with one of the following operating systems:
- iOS devices (8 or upwards), many Android devices (4.4 upwards), PC (i3 or above) or Mac with a webcam
- IE 9-11 or Firefox (for Windows), Safari for Mac
- Bandwidth of at least 256 kbp/s upload and download (384 kbp/s recommended)
The first time you use SignVideo, you’ll be asked to install technology called a plug-in on your computer or to download the SignVideo app if you’re using a tablet or smartphone. It will help with the video quality and make sure your calls are secure. You only need to do this once.
Once installed, return to this website and click on the SignVideo links below. You’ll be taken to a new window and connected via a secure video link to a fully qualified and NRCPD registered interpreter. Tell them that you want to speak to Ulster Bank.
Before you call, get together any account details or information that you’ll need to identify yourself. That way, we’ll be able to get you to the right person quickly.
Start Using SignVideo
Things you need to know:
This service is available for all account servicing, and we'll be able to help with many of your day to day banking queries and transactions. Remember, please be cautious with your personal details. We’ll never ask you to disclose your PIN, or full password. The interpreter will help deal with your request in a safe and secure way.
Your video call is relayed in real time using secure technology. However, we may record the voice conversation between your interpreter and Ulster Bank for training and monitoring purposes.
Where to get help:
For troubleshooting or technical guidance about SignVideo, please contact firstname.lastname@example.org.
Voice Card Reader:
Speak to a member of staff in our webchat or telephony team after you have received your standard card reader and they will be able to order a replacement card reader in the accessible format.
- Audio capability to relay details on screen back to the user
- Larger Buttons
- 3.5mm headphone port to ensure that the device works with the majority of standard headphone sets