Accessibility Support

I need help with reading online

If you need help reading online, you can change the size, font and colour of the text on our website in your web browser settings. For guidance on how to do this, choose the web browser you are using from the links below:

• Internet Explorer Link opens in a new window
• Mozilla Firefox Link opens in a new window
• Google Chrome Link opens in a new window
• Safari (use the help guide within the Safari browser)
• Opera (use the help guide within the Opera browser)

I need help with reading documents or writing

If you have difficulty reading or writing, we'll do our best to support you. Our Disability Awareness Team have a range of tools that can help. We offer:

• Braille
• Large print
• Audio CDs
• Documentation on coloured paper
• Magnifiers
• Signature stamps
• Chequebook templates
• Reading tools and templates

Please contact our Disability Awareness Team for more details, and to request information about our products in a different format.

Email: Disability Awareness Team

Telephone: 0191 279 5300

When you contact us, please let us know your name, your address and what you are interested in, for example, opening a current account. Let us know the format you'd like this information in (such as Braille or large print).

I need to use a screen reader

Our website and mobile banking app are compatible with all major screen-reading software. We are also updating our webpages to improve the screen-reading experience.

If you have any problems using our website with a screen-reader, please let our Disability Awareness Team know.

Email: disability.awareness@virginmoney.com

Telephone: 0191 279 5300

I am unable to see ATMs

Most of our cash machines can be used with a headset or earphones. Once you have plugged your headset or earphones into the cash machine, you'll be guided through each action. This includes how to insert your card, enter your PIN and hear your account balance.

When you press a key, you'll hear a tone. This lets you know an action has been completed. The raised dot on the number 5 key helps you find your way around the keypad.

I need additional support in store

If you are visiting one of our stores, our team will be delighted to help you. Please call ahead to book your appointment and let us know about any additional support we can provide. All our stores are guide dog friendly, and you are welcome to bring along a trusted person to your appointment too.

I am unable to hear someone on the telephone

If you are unable to hear someone on the telephone, you can use the Relay UK service. This allows you to have a text conversation with our contact centre advisors in real time. Relay UK is useful when:

• You have difficulty hearing the person on the phone
• The person you are talking to is not able to understand you
• You need time to understand everything the person on the phone is saying

The Relay UK service is provided by BT. They also provide Relay Advisors who can help interpret the conversation between you and Virgin Money via text. Find out more about the Relay UK service Link opens in a new window.

I struggle to hear people face to face

All our stores are fitted with portable hearing induction loops. If you are visiting one of our stores and would benefit from some additional support, we can also offer:

• A qualified sign language interpreter
• A trained lipspeaker
• A note taker
• Private rooms to reduce background noise
• Extended appointments to give additional time for understanding
• Accompanied appointments

I am unable to use a Chip and PIN Card

If you are unable to use a Chip and Pin card, we can offer you a Chip and Signature card instead. For more information, please get in touch with our Disability Awareness Team:

Email: disability.awareness@virginmoney.com

Telephone: 0191 279 5300

I struggle to sign my name

If you find it difficult to sign your name, we can offer you a stamp which reproduces your signature. This can be used in-store to confirm your identity. For more information, please get in touch with our Disability Awareness Team:

Email: disability.awareness@virginmoney.com

Telephone: 0191 279 5300

I have a mobility issue which impacts me using ATMs

Wherever possible our ATMs are installed at an accessible height for wheelchair users. If you have any problems accessing or using one of our ATMs, please ask a store colleague for help.

I am unable to use a keyboard or mouse

If you are unable to use a keyboard or mouse, your computer or mobile device can be set up to use spoken words to control your browser and other software too.

To do this, search your settings for 'voice recognition' or 'dictation' options. For more advanced voice recognition software, try Dragon Naturally Speaking voice recognition software.

Some of our webpages still need to be updated to improve the voice recognition experience. If you experience any problems, please get in touch with our Disability Awareness Team:

Email: disability.awareness@virginmoney.com

Telephone: 0191 279 5300

I need support to enter your store

We aim to ensure that all of our stores can be accessed by all customers. Most of our locations have wheelchair access and automatic door opening.

If you have any questions about how to access your local store or lounge, please get in touch with them before your visit. Please let us know how we can best support you and we'll book in an appointment.

I have difficulty remembering my PIN number

If you have difficulty remembering your PIN number, we can help. We can offer you a Chip and Signature card instead. For more information, please get in touch with our Disability Awareness Team:

Email: disability.awareness@virginmoney.com

Telephone: 0191 279 5300

I require more time to write notes when visiting the store

If you need extra support in-store, we can help. Before your visit, please let us know how we can best support you. For example, we can provide both extended and accompanied appointments. We can also recommend a suitable appointment time to ensure the support you need is available.

If you have not been able to find the answer to your query from the information above, please get in touch with our Disability Awareness Team:

Email: disability.awareness@virginmoney.com

Telephone: 0191 279 5300

You can also visit one of our stores.