We are committed to providing all our customers with excellent service, whatever type of relationship you have with us.

Most disabilities such as a learning disability may need no more specialised help than a positive and enlightened attitude from our colleagues.

However, there are a number of ways in which we have adapted our range of financial services to make them accessible to everyone. Most of our branches are open plan to make it easier for customers to find their way around. The majority have a reception desk with seating provided. Our staff are always on hand to discuss specific needs or answer queries.

Read more about the facilities and services we can provide.

Facilities and services

  • Wheelchair users
    We are continually improving our branch environment to make it more accessible to customers with a disability.
  • Hearing impaired
    We can be contacted via Typetalk or by using BT Textdirect.
  • Visually impaired
    We welcome guide dogs in all branches.
  • We are continually improving our branch environment to make it more accessible to customers with a disability, and adjustments we are making include ramps, clearer signage and the installation of power-assisted doors

    A dedicated working party is looking to address any physical features which are causing accessibility barriers, and reasonable adjustments will be implemented in due course.

    Call Assistance

    At some branches, steps are unavoidable and a 'Call Assistance' bell system has been installed, so that a member of staff can be called.


    Where branches have split-level banking halls, we provide internal ramps or wheelchair lifts.

    Low-level counters and counter queue rails

    Lower level writing surfaces are increasingly being provided at the counter and all branches have counter queuing rails.

    Cash machines

    Also incorporated is a review of the location of our cash machines which, wherever possible, are being repositioned to enable wheelchair access. All the new ATMs, both in branch and off branch location, take ease of access into account./p>

  • Bank of Scotland welcomes guide dogs in all branches. There is also a number of other particular aids that we can offer:

    • Leaflets in large print, Braille or on audio tape. These can be ordered in branches to be sent direct to the customer.
    • Cheque book templates to simplify the writing of cheques.
    • Bank note guide to help identify the value of bank notes.
    • A cash machine diagram is available in Braille or Large Print. Both come with an interactive audio cassette which takes you step by step through services available e.g. taking cash out. All cash machines have a raised dot on number 5 of the keypad to help identify surrounding keys.
  • We can be contacted via Typetalk or by using BT Textdirect, this involves typing 18001 before the telephone number you wish to contact. A RNID relay operator will join the line to convey messages.

    All our branches have Induction Loops fitted in Secure Cash areas. In addition, each branch has a portable induction loop that can be used at any counter position or in a private interview room. Induction loops can be used with the T-setting on hearing aids to enhance sound.

    We also offer an Interpreting Service, where we can arrange an interpreter for deaf, hard of hearing and deafblind customers. Just ask your local branch for details.