We understand that our customers want to be given a choice of which channels they use to do their banking.
As at 31 December 2023, we have over 580 branches and over 2,400 NatWest Group ATMs. Our customers can also access banking services at Post Offices. We continue to offer mobile branches serving over 600 unique stops, allowing customers, including those in remote areas, to do their everyday banking such as making deposits, withdrawing cash and paying bills.
We continue to experiment with providing the most accessible physical space for our customers who visit our branches. In our Milton Keynes branch, which forms part of our concept branch initiative, we have created a sensory room – a dynamic environment where the light and scent in the room can be changed to create different environments, and this supports neurodiverse customers.
Hearing loops in all our branches provide support for customers using hearing aids.
Our video banking service supports customers when they want the reassurance of a face-to-face conversation with our highly-trained colleagues. Through our partnership with SignVideo, we offer a service that lets colleagues and customers communicate easily in-branch or via Zoom virtually using a sign language interpreter.
We continue to have dedicated teams available on the phone to support customers with product applications and we retain our dedicated over 60s customer care line.
Customers who require additional support can access a range of accessibility services, such as statements in braille, translation services, large print and audio CD. BT’s Relay UK service also supports customers with hearing impairments through a type-to-talk service.
Other key accessibility features include our accessible card readers, rubber signature stamps, braille card wallets and talking ATM service.
