Accessible banking

Here are some ways we can help:

receive your statements in Braille, large print or audio CD. To arrange, call us on 0800 092 3300, send a Secure Message through Internet Banking or write to us at Cater Allen Operations, Sunderland SR43 4FB
change our website font size to suit you. Full Instructions on how to do this are under 'Accessibility and our website' below.

Here are some ways we can help:

Relay UK is a free service that helps people with hearing and speech difficulties to communicate with anyone over the phone. A Relay UK assistant can speak with us on your behalf by converting your speech into text and vice versa.

You can use Relay UK with a textphone or by downloading the app to your smartphone, tablet or PC. Please visit Relay UK for more information.

An easy way to get your questions answered is by logging on to your Internet Banking account and sending us a secure message through your mailbox.

Things to be aware of:

Relay UK is available for all account servicing, and we'll be able to help with many of your day to day banking queries and transactions.

Please be cautious. Cater Allen will never ask you to disclose your PIN, One Time Passcode (OTP), full Personal Access Code (PAC) or full password. Your video call is relayed in real time using secure technology, however we may record the voice conversation between your interpreter and Cater Allen for quality and monitoring purposes.

You can find more support from the charity Royal National Institute for Deaf People (RNID).

Here are some ways we can help:

request a chip and signature card instead of Chip and PIN
for dexterity problems, we can provide cheque or card template
receive your statements in Braille, audio CD, 16pt large print or with a plastic coloured overlay.

You can request any of these through Secure Message in Internet Banking, call us on 0800 092 3300, or write to us at Cater Allen Operations, Sunderland SR43 4FB.

Here are some ways we can help:

if you feel your mental health is affecting your ability to manage your money, take a look at our Help managing your money section to find tools to help manage your finances
speak with us on 0800 092 3300 and let us know you want support with a mental health issue
the Secure Message feature in Internet Banking lets you privately raise any issues you find hard to discuss in person.

Here are some ways we can help:

we can register someone you trust as an attorney on your account so they can manage your finances on your behalf. Find more details on our Power of Attorney page
speak with us on 0800 092 3300 and let us know you want support
the Secure Message feature within your Internet Banking lets you privately raise any issues you find hard to discuss in person.

Changing our website's text size and font

You're also able to use your internet browser to change the text size and font on our website. For detailed guides on how to do this, follow the links below for your internet browser.

Using Adobe Acrobat

Some of our information is offered as PDF documents. It's highly likely your internet browser will support viewing PDFs, but you can also download the free Adobe Acrobat Reader software. Adobe also offer a screen reader user guide to accessing PDF documents.

Download Adobe Acrobat Reader

Our use of JavaScript

JavaScript is a programming language for the web and is supported by most internet browsers. We use it for online security and other non-critical functionality. We strongly recommend that you access our site with JavaScript enabled in your internet browser.

Guides to checking and enabling JavaScript

Changing text size and font on Internet Banking

You can use your internet browser to change the text size and font on our Internet Banking site. For detailed guides on how to do this, follow the links below for your internet browser.

Using Adobe Acrobat

Some of our information are PDF documents. If your internet browser doesn't support viewing PDFs, you can download the free Adobe Acrobat Reader software. Adobe can give you a screen reader user guide to view PDF documents.

Download Adobe Acrobat Reader

Our use of JavaScript

JavaScript is a programming language for the web and that's supported by most browsers. We use it for online security and other non-critical functions. We recommend that you access our site with JavaScript turned on in your internet browser.

Guides to checking and enabling JavaScript

Internet Banking & Accessibility tools

Our Internet Banking site isn't currently compatible for customers using screen readers and keyboard-only customers. In addition, customers with cognitive impairment, dyslexia, visual impairment, and/or a requirement for voice activation or colour contrast, whilst able to navigate the platform using assistive technology, may experience some accessibility barriers.

We're working to upgrade our Internet Banking site which will improve our service to customers with accessibility requirements. We plan to go live with this in the second half of 2025.

If you have a question for us, contact us via Secure Message in Internet Banking, call us on 0800 092 3300, or write to us at Cater Allen Operations, Sunderland SR43 4FB.

By logging on and sending us a Secure Message we will be able to answer more specific questions related to your account. If you're struggling to log on or need more support, please visit Our Internet Banking Service page.

Support if you can't see very well

Here are some ways we can help:

Support if you can't hear very well

Here are some ways we can help:

Things to be aware of:

Support for disabilities

Here are some ways we can help:

Support for mental health issues

Here are some ways we can help:

Support for dementia or long-term illness

Here are some ways we can help:

Accessibility and our website

Changing our website's text size and font

Using Adobe Acrobat

Our use of JavaScript

Accessibility and our Internet Banking

Changing text size and font on Internet Banking

Using Adobe Acrobat

Our use of JavaScript

Internet Banking & Accessibility tools

General help and support