Useful services if you are deaf or hard of hearing.
This document provides a list of useful services for individuals who are deaf or hard of hearing to communicate effectively with their banking provider. The services include remote contact options, in-person appointments, website usage, and informing companies about support needs. Different methods such as live chat, text relay, and video relay services are highlighted to assist those who may face communication challenges. It serves as a guide to accessible services, though availability may vary among financial service providers.
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Useful services if you are deaf or hard of hearing. This document includes a list of options / services that people who are deaf or hard of hearing might find helpful when trying to communicate with their banking provider: 1. Contacting remotely. 2. In-person appointments. 3. Using a website. 4. Telling companies about your support needs. Disclaimer: This information is provided as a rough guide to accessible services. Not all financial services providers will offer all options. Please check directly with your bank to see what they offer.
Section 1: Useful services if you are deaf or hard of hearing: Remote contact Disclaimer: This information is provided as a rough guide to accessible services. Not all financial services providers will offer all options. Please check directly with your bank to see what they offer.
When you need to contact your bank remotely (page 1 of 4) What does it need to run? Service name Description Helpful for? Further Information Use the bank website or app function to exchange instant messages by written text directly with bank staff. Live chat Web chat 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. Similar to live chat but uses technology (AI) to generate suggested responses. Chatbot
When you need to contact your bank remotely (page 2 of 4) What does it need to run? Service name Description Helpful for? Further Information Let s you communicate with a company by written text using a textphone or app. Connects you to a BT assistant, you type your message to them, and they speak it to the person at company you have called . The assistant then listens to the response and types it for you to read. This is a regulated, confidential service with no details kept or recorded by the BT assistant. A textphone or the app on your smartphone/ device. To make a text relay call, you need to dial 18001 followed by the telephone number of the company you are calling. You may also want to get a 'text number that you can give the banking provider so they can call you. Text Information about Text Relay (by Ofcom). Ofcom Anyone who cannot speak on the phone but doesn t want to use Live Chat or doesn t have a smartphone. Information about Relay UK (by BT). RelayUK YouTube video about Relay UK (by BT). Text Relay Information about TextNumbers for Relay UK (by BT).
When you need to contact your bank remotely (page 3 of 4) What does it need to run? Service name Description Helpful for? Further Information This is a service arranged by your banking provider which uses an approved Sign Language company to offer remote interpretation. Some of the companies who provide VRS services: InSignLanguage website Video Relay Service (VRS) Use the link on your banking provider s website or the directory of the VRS provider to connect to the company by telephone via a fully qualified interpreter. Sign Solutions website 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). SignVideo website Instant access to an on-screen interpreter. Contact Scotland (contactscotland- bsl.org) This is the national VRS service for Scotland and it is free-of-charge for its users. Click here for an explainer video (in BSL) about how to use this type of service (by SignVideo).
When you need to contact your bank remotely (page 4 of 4) What does it need to run? Service name Description Helpful for? Further Information A video call directly with banking staff. A wifi-enabled smart phone, tablet or computer (with a camera). Check with your bank to see if they offer this. Video Banking People who lip read. Calls might be available on- demand or by appointment. 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. A telephone. Lipspeaker UK - Communication services for deaf & hard of hearing people Note: Some banks will require pre- notification that you use a lipspeaker, this is to maintain security. Lipspeaker service. People who lip read.
Section 2: Useful services if you are deaf or hard of hearing: In-person appointments. Disclaimer: This information is provided as a rough guide to accessible services. Not all financial services providers will offer all options. Please check directly with your bank to see what they offer.
When you are in-person (page 1 of 3) What does it need to run? Service name Description Helpful for? Further Information In order to pick up the sound, your hearing aid must be set to T (Telecoil) setting. Hearing 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. Hearing loops - RNID Audio induction loop If this has been set up, you will see this sign>> Bringing a trusted friend or family member or professional interpreter, lipspeaker etc. 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. 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.
When you are in-person (page 2 of 3) What does it need to run? Service name Description Helpful for? Further Information Sign language 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. Deafblind interpreters. 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). Video Relay Interpretation (VRI) Click here for a video (in BSL) about how this service works (by SignVideo). The use of a device in-branch to provide instant access to an on-screen qualified interpreter. Sign language users. Instant access to an on-screen interpreter.
When you are in-person (page 3 of 3) What does it need to run? Service name Description Helpful for? Further Information An independent, qualified person who will support an appointment and take written notes. These services usually require at least two weeks' notice to arrange. Check with your banking provider about arranging this. People who are unable to take written notes themselves. Note takers. An independent, qualified lipspeaker who joins the conversation to help facilitate the conversation with the staff member. Lipspeaker UK - Communication services for deaf & hard of hearing people These services usually require at least two weeks' notice to arrange. Lipspeaker service. People who lip read.
Section 3: Useful services if you are deaf or hard of hearing: Using the website Disclaimer: This information is provided as a rough guide to accessible services. Not all financial services providers will offer all options. Please check directly with your bank to see what they offer.
When you are using the website (page 1 of 1) What does it need to run? Service name Description Helpful for? Further Information 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) 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 Websites in British Sign Language (BSL) Sign language users.
Section 4: Useful services if you are deaf or hard of hearing: Telling companies about your needs Disclaimer: This information is provided as a rough guide to accessible services. Not all financial services providers will offer all options. Please check directly with your bank to see what they offer.
Telling your banking provider about your needs (page 1 of 1) 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.
