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Accessibility and technical help

Our banking is for everybody.

If you suffer with a mental or physical disability, we can help in many ways.

If you can't see very well

Get your statements in braille, large print, or audio CD. Just call us on 0800 092 3300, send us a message on Internet Banking, or write to us:

Cater Allen Operations
Sunderland
SR43 4FB

You can change our website font size to suit you. Instructions on how to do this are in the 'Accessibility and our website' section below.

If you can't hear very well

Relay UK helps people with hearing and speech impairments to communicate 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. Visit Relay UK for more information.

If you have any questions, log on to your Internet Banking account and send us a secure message through your mailbox.

Things to be aware of:

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

Cater Allen will never ask you to disclose your PIN, One Time Passcode (OTP), full Personal Access Code (PAC) or full password. 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).

Support for disabilities

  • You can request a chip and signature card, instead of Chip and PIN.
  • If you have hand mobility problems, we can give you a cheque or card template.
  • Get your statements in Braille, audio CD, 16pt large print, or with a plastic-coloured overlay.

Ask for any of these through Internet Banking, just send us a message on there, or call us on 0800 092 3300. You can also write to us at:

Cater Allen Operations
Sunderland
SR43 4FB

Support with mental health issues

If you feel your mental health has impacts how you manage your money, look at our 'Help with managing my money' page. You'll find tools to help manage your finances.

  • Call us on 0800 092 3300 and let us know you want support with a mental health issue.
  • You can send us a Secure Message through Internet Banking letting you raise any issues privately.

Support for dementia or long-term illness

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 for you. 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 in Internet Banking lets you privately talk about any issue with your account. These could be things you find hard to talk about in person.

Accessibility and our website

Changing our website's text size and font

You can 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 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 enabled in your internet browser.

Guides to checking and enabling JavaScript

General help and support

If you have a question, contact us through Internet Banking by sending us a message. You can call us on 0800 092 3300, or write to us at:

Cater Allen Operations
Sunderland
SR43 4FB

Got a question? The best way for us to help you is through Internet Banking. Send us a secure message there, and we'd be happy to help. If you're struggling to log on or need more support, please visit Our Internet Banking service page.