Barclays - Deaf, hearing loss or speech impairment

How we can help make banking easier if you’re deaf, hard of hearing or have a speech impairment.

• The Barclays app

  Our app1 has been designed with accessibility in mind, and has been awarded the AbilityNet Accessibility kite mark. This means it’s compatible with most accessibility features, like inverting screen colours on your device and voiceover technology.
  
  If your device uses fingerprint technology or face recognition, you’ll be able to log in using your unique fingerprint, so you won’t have to use your passcode every time.*
  
  In the app, you can check your balance, view your statements, make payments and view your cards. You can also contact our team using our live instant-messaging service or Direct Call.
  
  Find out how you can change your device settings to make it more accessible.
  
  You can also chat to us face to face wherever you are in the app using our video-banking service. To do this, you'll first need to download and install the separate Barclays Video Banking app. Once you have, you can make a call from your main Barclays app help menu.
  
  Get our app

  * For your security, we'll still ask you to enter your five-digit passcode for the app from time to time.

• Online Banking

  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. It’s been awarded the AbilityNet Accessibility kite mark.
  
  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.

• Telephone Banking for lip readers

  If you use a lipspeaker, you can now contact us by Telephone Banking and have your lipspeaker speak on your behalf.

  Before using this service, you’ll need to let us know that you use a lipspeaker service, this is so we can add a confidential care indicator to our information about you.

  Make sure you have the right mobile number registered with us.

  Call us on 03457 345 345 when you’re with your lipspeaker and have them speak on your behalf. It’s available from 8am to 9pm, seven days a week1.

  After passing some initial security questions, we’ll text you a one-time passcode to the mobile number we have for you. Your lipspeaker will need to give this passcode to our team so we’ll be able to help.

• Relay UK

  If you have a Textphone (also known as a Minicom) or computer with the appropriate software, you can use our Relay UK service that’s replaced Text Relay or Next Generation Text (NGT), to access a wide range of our services. This can assist if you’re deaf or have any difficulty with hearing or speech.

  Just dial 180012 from your Textphone or computer and then enter the phone number you want to reach. An operator will join in the call and read your written request to us.

  The operators are bound by confidentiality and are acting on your behalf, so you can share the secure details needed for identification and verification questions.

• BSL interpretation from home - SignVideo service

  If you’re deaf or hard of hearing and you use British Sign Language (BSL), you can use our SignVideo service to help you call any of our phone numbers and talk to us safely.

  It connects you to an interpreter who can translate sign language to spoken word for the advisor.

  It’s available from 8am to 8pm Monday to Friday, and 8am to 1pm on Saturdays (excluding bank holidays). Watch this video to see how to set up and use it.

  Open accessibility panel / video player controls

  To use SignVideo, please make sure your device has a forward-facing camera and an audio output – we also recommend you have a network speed of at least 2Mbps.

  If you’re using it in our app, you’ll need

  • iOS 8 or above
  • Android 4.4, 5.0, 6.0 or above
  • Windows (Home and Pro) 7, 8.1 or 10
  • macOS X, 10.9 or above

  If you’re using it in a web browser, you’ll need

  • Chrome 23 or above
  • Firefox 22 or above
  • Edge 79 or above
  • Safari 11 or above

  When you use SignVideo to communicate with us, SignVideo won’t record or retain your call – however, we may keep information you give us during the call to help manage your account. For more information about how we use your data, read our privacy notice.

  Take me to SignVideo
• BSL interpretation in branch

  SignVideo session in branch 

  If you’re deaf or hard of hearing our SignVideo service gives you access to an onscreen British Sign Language (BSL) interpreter during your appointment in a branch.

  Using the camera on your phone, tablet or laptop, we’ll connect you to a SignVideo interpreter, who’ll be able to relay your conversation to a banking advisor.

  When you make your appointment, just tell our team you’d like to use this service. You’ll need to bring your laptop, smartphone or tablet with you – please make sure your device has a forward-facing camera and an audio output.

  To use SignVideo in our app, you’ll need

  • iOS 8 or above
  • Android 4.4, 5.0, 6.0 or above
  • Windows (Home and Pro) 7, 8.1 or 10
  • macOS X, 10.9 or above

  To use SignVideo in a web browser, you’ll need

  • Chrome 23 or above
  • Firefox 22 or above
  • Edge 79 or above
  • Safari 11 or above

  When you use SignVideo to communicate with us, SignVideo won’t record or retain your call – however, we may keep information you give us during the call to help manage your account. For more information about how we use your data, read our privacy notice.

  If you’d like to use SignVideo but don’t have a personal device, just let us know when you book your appointment and we’ll do our best to help. 

  Book a face-to-face BSL or a deafblind interpreter

  If you’d prefer to have an interpreter help you in person, we can arrange for a BSL or deafblind interpreter to come to your appointment. Contact a branch to book a face-to-face interpreter – we’ll need up to two weeks’ notice to arrange the meeting.

• Visiting us in a branch

  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

• Ways to contact us

  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.

  Direct Call

  Our app lets you contact us using our Direct Call 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.

• Tailoring our service to you

  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.

• Hearing induction loops

  Fixed and portable hearing-induction loops act as transmitters that cut-out background noise. This can make communicating with branch staff easier if you have a hearing aid.

  You can check your hearing aid is compatible by looking for the setting marked ‘T’. If it is, set it to this position. Our staff will make sure the hearing-induction loop is switched on and you’ll be able to communicate straightaway.

  All of our branches have at least one counter position with a hearing-induction loop fitted and one portable device. If you have any problems locating or using it, just ask a member of staff.