Mobility or dexterity impairment

Online Banking lets you do your banking in your own time, without having to visit a branch or phone us. We’ve designed it with accessibility in mind, making sure it meets the Web Content Accessibility Guidelines (WCAG 2.2 level AA) — an internationally recognised set of recommendations for improving web accessibility.

You can adjust the size of text and screen contrast when you’re logged in, as well as change your computer settings to give you a better experience.

It’s free to register for Online Banking, and once you have, you can do almost everything you can in a branch, with clear guides to help you at any point. Just register online or call us on 0345 600 2323 ², 24 hours a day, 7 days a week. You can use our Text Relay service if you prefer.

Find out how you can change your device settings to make it more accessible.

Passcode and memorable word

You can use a passcode and memorable word to log in to Online Banking, instead of PINsentry. Just choose that option on your Online Banking homepage we’ll ask you to enter your code and 2 random letters from your memorable word. You can also save this as your preferred log-in method.

For security reasons, some features of Online Banking are only available if you log in with PINsentry. See our PINsentry FAQs  for more information.

You can choose your own passcode and memorable word in 2 ways:

1. Selecting ‘I’ve forgotten my log-in details’ on your Online Banking homepage.
2. Logging in and selecting ‘Change my passcode & memorable word’ under ‘Customise my site’.

Then just follow the on-screen instructions.

Call us on 0345 734 53451² and we’ll send you a membership number and five-digit passcode within five working days.

If you find it difficult to use your telephone keypad, press star when asked for your membership or card number, and then again when asked for your account sort code. You’ll then be connected to an adviser who can help you.

You can also access Telephone Banking using Next Generation Text relay service, or create your own Telephone Banking passcode that's more memorable to you.

Call us from your app

Our app lets you contact us using our Call Us service. This means we already know who you are, so you don’t have to go through the steps to identify yourself again. Get the app

Most of our branches have private meeting rooms and accessible quiet areas, so you’ll have a comfortable space to talk to us.

We also offer longer appointments, so we have plenty of time.

If you’d like these, just let us know when you book your appointment.

Find out how to book an appointment online to speak to us. 

We’ve installed low-level counters in many of our branches so it’s easier to talk to our staff should you find it difficult to use higher ones.

You can find out which branches near you have low-level counters by calling us on 0345 734 5345³. or check using our branch finder.

If you have a personal or business current account with us, you can do much of your day-to-day banking at a Post Office.

If coming to see us in branch or speaking to us on the telephone isn’t convenient for you, we have several other ways you can get in touch that might be more suitable.

SignVideo
If you use BSL (British Sign Language), talk to us safely and easily through our SignVideo service.

Call Us

Our app lets you contact us using our Call Us service. This means that we already know who you are, so you don’t have to go through the steps to identify yourself again. Get the app.

Chat
Speak to us directly using ‘Chat’ in the Barclays app – you can find it under ‘Contact us’. You’ll get a notification when we reply, which means you won’t need to wait in the app. Get the app.

To help us tailor your banking to your needs, you can let us know if you have any specific requirements. We’ll then add a discrete and confidential note to your account, so we’ll know about this whenever you want to speak to us or visit a branch.

Our indicators include

• Dexterity
• Reading, or understanding words or numbers
• Hearing
• Hearing – lip reader
• Hearing – sign language
  
• Mobility
• Memory
• Speech
• Speech and hearing
• Speech – synthetic voice
• Visual – audio letters
• Visual – large-print letters
• Visual – Braille

Our video featuring a customer with Dyslexia, shows how our tailored services might be useful. 

We’ll never use this information for any reason other than to improve our service and tell you about new services that you might find useful.

Just let us know if you feel that any of these categories reflect your requirements and we’ll take care of the rest. You can also ask us to remove this information at any time.

You can choose to receive your statements from us in standard print, large print, audio CD, Braille or online.

If you use Online Banking, you can adjust the text size and screen contrast when you’re logged in, to make your statements easier to read. You can also download them as PDFs on a computer or smartphone.

If you use the Barclays app, changing the accessibility features on your device can help you read your statements in the app, like inverting the colours on the screen¹.

Get more information on how to adjust your device settings.

If you find it difficult to remember a PIN, a chip-and-sign card allows you to use your signature when using your debit or credit card, or use PINsentry to identify yourself in branch.

Instead of entering a PIN, you’ll be asked to sign a receipt that will be checked against the signature on your card.

You can order a chip-and-sign card from any of our branches or by calling us on 0345 734 5345³.

We offer templates to make writing cheques, filling out credit slips and signing your debit or credit cards easier.

You just use the spaces and Braille instructions on the relevant template to show you where to write the amount, payee, date and signature for cheques and slips and your signature for cards.

You can order templates from any of our branches or by calling us on 0345 734 5345³.

If you find signing your name difficult or have an inconsistent signature, we can provide you with a stamp of your signature that works in place of a handwritten one.

You can use it as you would a handwritten signature – on cheques, when making a debit or credit card payment or any other time it’s required.

You can order a signature stamp from any of our branches or by calling us on 0345 734 5345. When you call us, we’ll go through some security checks with you to make sure we’re protecting your account.