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Support in Store

Let us know how we can best support you and feel free to book an appointment in advance.

You’re welcome to bring someone with you. And of course, assistance dogs are welcome.

Using cash machines

Most of our cash machines can be used with headphones. Once you've plugged in your headphones you'll be guided through each action. Including how to insert your card, enter your PIN and hear your balance.

There is a raised dot on the number 5 key to help you find your way around the keypad. You'll hear a tone each time you press a key.

You can use a filter on our Store finder to find which cash machines can be used with headphones. Select ‘Filters’ and then ‘Audio ATM’.

Find a cash machine

Making documents accessible

You can ask for letters and statements we send you to be:

We can also provide you with a magnifier or a signature stamp.

Get in touch

Using a screen reader

Our website and apps are compatible with all major screen-reading software. If you have any problems, let us know.

Get in touch

Adjusting your device

If you need to adjust your device, like changing the size, font or colour of text, you can find guides on AbilityNet’s My Computer My Way website Link opens in a new window.

Get in touch

Request specific support or find out what support we can offer you.

By email

Information sent by email may not be secure, so we’d suggest you don’t send any details of a personal or sensitive nature by email.


You can now let us know what support you need using our online form or live chat.

How to request support online

In Store

Find a Store near you

By phone

0800 028 8981

Opening times

Mortgages: Monday to Friday 8am to 6pm, Saturday 9am to 1pm.

Savings: Monday to Friday 8am to 6pm, Saturday 8am to 3pm, Sunday 10am to 1pm.

Credit cards: Monday to Saturday 8am to 8pm, Sunday 10am to 5pm.

Current accounts: Monday to Saturday 7am to 9pm, Sunday 10am to 5pm.

If you don't have one of these accounts, you can find contact info for your account type.

0800 numbers are free from UK landlines and personal mobile phones.
Calls may be recorded for training and quality purposes.

By post

Disability Awareness
Facilities Department
Virgin Money
Jubilee House
Newcastle upon Tyne