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Accessibility and Disability

 

Accessibility and Disability

At The One Account we are committed to providing excellent service to everyone. You may use your local Royal Bank of Scotland or NatWest branches to use the services below. These services must be agreed through our customer service team first – please contact them on 0345 301 0101 (Minicom 0800 027 1396). You can then arrange to:
  • Request a bankers draft
  • Pay in Cheque
  • Request an encashment
We recognise that our customers have a range of needs and we are working with various groups to make sure that our services and products are completely accessible.
 

Mobility

In Branch
We are improving our branches to make access easier for everyone. Where possible, all of our new and refurbished Royal Bank of Scotland and NatWest branches have been designed with the following features:
  • A permanent or temporary ramp
  • Automatic or power assisted doors
  • Interview rooms at ground level with access suitable for wheelchair users
  • Counter positions at lower levels for customers who use wheelchairs and, in branches where this isn't possible, a writing table at a lower level
  • All branches have lower level writing shelves
Cash Machines
  • Where possible, our newer cash machines have been installed at a height suitable for wheelchair access

Sight

In Branch
We are improving our Royal Bank of Scotland and NatWest branches to make access easier for everyone. For example, we are improving lighting levels and fitting handrails to steps. Where possible, all of our new and refurbished branches have been designed with the following features:
  • Automatic or power assisted doors
  • Layout and signage designed with suitable colour contrast to assist our partially sighted customers
Cash Machines
All of our Royal Bank of Scotland and NatWest cash machines have audible tone prompts after each key depression. The keyboards on our new cash machines also have the following features:
  • A raised dot on the number 5
  • Coloured keys for `entry` and `error`
  • A depression in the middle of the keys making the keys easier to press
We will be installing cash machines that can talk. A guide to using our cash machines is available in Braille, large print, or on audiotape
 

Correspondence

For customers with visual impairments we provide the following services free of charge:
  • Statements and general correspondence produced in Braille, large print, or on audiotape
  • Brochures printed in Braille, large print, or on audiotape
  • PIN numbers provided in Braille
For you
  • We provide templates to help you write your cheques.

Hearing

In Branch
  • We have hearing induction loops in all of our branches. In addition to providing fixed loops on some of our counter positions, all branches have a portable induction loop that is available for use in interview rooms
  • We can arrange for an RNID interpreter to be present for meetings free of charge, but please bear in mind that this may require a few days notice
By Phone
  • You can access our telephone banking services using Text Relay via a Minicom number.

Dexterity

For you
  • We can provide you with signature stamps
  • We can provide templates to help you write your cheques
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