Accessible banking

We’re continuing to invest in a range of ways to make banking more accessible. Our customers can choose from digital, face-to-face and remote options.  

Customers can now do more than ever via our mobile app, including opening an account and applying for a mortgage. And when customers want the reassurance of a face to face conversation, they can even speak with our highly trained colleagues from the comfort of their own home via Video Banking.

More ways to bank

We’re constantly improving our award-winning mobile app which is now regularly used by more than 7.7 million customers. We’re the only UK bank to offer customers the ability to lock their debit card on the app and still get cash from an ATM using our ‘Get Cash’ service.  

Cora, our artificially intelligent digital assistant, can support customers via the ‘message us’ feature in the app, and can even help with personalised queries, such as recent transaction information, balance queries and PIN reminders. And if Cora can’t help, with Tap to Call, our Contact Centre colleagues are just a click away.  

Whether customers are getting in touch via our mobile app, online banking, Contact Centres or Video Banking service, it’s now easier than ever for customers to get support at a time and place to suit them. In addition, the introduction of Voice ID early in 2020 means customers can now use their voice as their password when calling our Contact Centres, making banking even more convenient. 

We also offer a broad range of local face-to-face services including our branch network, fleet of mobile vans and Community Bankers. Customers can also visit their local Post Office to withdraw cash, deposit cash and cheques and view balances.

Support for the moments that matter

We know that every customer is unique, and each has different needs. Our range of services are designed to offer a suite of options for customers, so they can bank conveniently and in the best way for them.  

We are constantly developing new services to respond to the changing demands of our customers and to make banking as effortless as possible. 

We responded quickly to the Covid-19 pandemic by developing new ways for customers to access cash, including secure home delivery and a new Companion Card. We also set up dedicated helplines for customers in vulnerable situations and NHS workers, and made it quick and easy to access support like repayment holidays.  

We’re committed to supporting customers in vulnerable situations. Through our collaboration with SafeLives and GamCare we’re improving the support available for victims of financial abuse and those affected by problem gambling. We also recently launched Banking My Way, a new service which lets customers tell us about any specific support needs they may have, so we can make sure we provide the right support during every interaction, whether that’s in branch, over the phone or via our digital channels. 

We know that our digital channels can provide convenient solutions for many customers, and our colleagues are here to help them make the most of the benefits of our mobile app and other services, so they can bank safely and conveniently whilst feeling confident that they’re making the most of their money.

Supporting local communities

99.7% of the UK population live within 15 minutes of a branch, a mobile van stop or a Post Office location. Our fleet of mobile vans serve our communities. At any of our mobile vans, customers can deposit funds, withdraw cash, pay bills and make balance enquiries. Our colleagues on the mobile vans will also support customers with enquiries. 

We are also the only bank to have Community Bankers, who provide tailored support customers in vulnerable situations across the bank, assisting with their specific needs. They also work within communities to help customers with their individual financial goals and support communities to be safe and secure when managing their money.