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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.
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.
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.
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.
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Bank of Scotland welcomes guide dogs in all branches. There is also a number of other particular aids that we can offer:
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.
Existing customers0345 300 0268
New customers0345 606 0286
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Bank of Scotland plc Registered Office: The Mound, Edinburgh EH1 1YZ. Registered in Scotland no. SC327000.
Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Registration Number 169628.
We subscribe to The Lending Code; copies of the Code can be obtained from www.lendingstandardsboard.org.uk
Eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS). We are covered by the Financial Ombudsman Service (FOS). Please note that due to FSCS and FOS eligibility criteria not all business customers will be covered.
The Lloyds Banking Group includes companies using brands including Lloyds Bank, Halifax and Bank of Scotland and their associated companies. More information on the Lloyds Banking Group can be found at lloydsbankinggroup.com.
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