Neurodiversity

Online Banking lets you do your banking in your own time, without having to visit a branch or phone us. It’s safe and it gives you complete control of your accounts with 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 2323², 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 5345³ 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

Our audio cash machines (also known as audio ATMs or talking cash machines) can help you safely and independently withdraw cash and use other services, such as getting your balance, topping up a mobile phone and ordering statements. They’re also useful if you have dyslexia or learning difficulties. More than 98% of our cash machines provide this service.

We designed them with people who have visual impairments and other access requirements, and they’ve won a Technology 4 Good Award for accessibility and were recognised by the Royal National Institute for Blind People with an Exemplar Service Award in 2013.

Just 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.

The cash machine panel includes Braille labels, as well as raised numbers on the keys and a funnelled entry point for your card.

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.

Secure messaging
You can use our secure messaging service in Online Banking to get help with your banking when it's convenient for you. Just log in to send us a message.

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.

Live chat
Our app also has a live instant-messaging service, to get help with your banking anywhere, anytime. 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 to you.

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.

You can ask us for anything we send you in Braille, large print or audio formats – from brochures, account statements, letters, mortgage information, cheques, credit books, PINs and passcodes.

Once you’ve chosen the format that’s most suitable to you, everything we send you will be that way from then on. You can request your account information and communications in an alternative format from any branch or by calling us on 0345 734 5345³.

Or, to get information about our products in an alternative format, you can visit any branch, call us on 0800 169 3091².

You can create a PIN (personal identification number) for your debit or credit card that find easy to remember.

You’ll need a PIN for each card that you have, and we can send a new one to you if you don’t know what one of them is.

You can change your PIN at any of our cash machines by inserting your card, selecting ‘PIN Services’ from the menu and following the instructions. You’ll need your original PIN code in order to get to this screen, but that’s the only time you’ll need to enter it.

You can also get advice on changing your PIN at any of our branches or by calling us on 0345 734 5345³. PIN advice slips are also available in Braille, large print and audio formats.

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 coloured overlays in a range of colours that can help to make text clearer and more comfortable to read. They can be used both to change the colour of paper and a screen.

To order, simply ask us to when you next speak to us.