Making our services accessible for all

We want all our customers to feel confident and comfortable when using our services. If you have a disability, accessibility needs, or any other form of support, we offer a range of services to help you manage your accounts. Here’s how we can support you:

 

In branch support

• Disability and wheelchair access in all of our branches*, with power assisted doors.
• Hearing loop systems. Many of our branches have hearing loops to help customers who having hearing aids
• Magnifier glasses. Available in branches to help you view documents more easily.
• Door mats and flooring with clear colour contrasts. Designed to assist customer's who may have dementia, sight loss, or other conditions affected by colour and pattern
• Private meeting room. For those more sensitive chats, whether it's about financial, physical, verbal and/or emotional issues. We have a space to chat and/or call specialist support groups or report an incident, such as domestic abuse

You can find out what facilities are available in each branch here.

*Our Melbourne branch is the only exception to this.

 

Online and Digital Support

• Website accessibility. Our website supports digital readers and voice tools so that content can be read aloud to help if you have a visual impairment.
• Manage your accounts online. Our online services and mobile app allows you to manage your account(s) securely from the comfort of your home. You can also explore our guides to learn more about how to manage your Cambridge accounts online.
• Font size and colour contrast. Our website has been designed to remove unnecessary contrasts for ease of viewing. It also adapts to your device’s font size settings, so it matches the size you are comfortable with.

 

Account and ID Support

• Call us. If you’re not comfortable with managing your accounts online or find it tricky getting into store, our Customer Contact Centre is here to help - just give us a call on 0345 601 3344.
• Signature slips. Available to give guidance and support when signing documents in branch.
• Cambridge Verify app. Lets you provide ID for savings accounts and mortgage applications securely if you are unable to attend in person or use the post (only available for iPhones).
• Communication and information in large print, braille and audio. Just get in touch to let us know and where possible, we'll tailor communications to your needs.
• Contact by phone, email or post as preferred.
• Support with gambling. Find out more on how we can support you and what other help is available from current account providers and others specialist organisations.
• Set up third party access: You also have the option to give a trusted friend or family member the authority to visit a branch or call us to discuss your account on your behalf and access your funds.

 

Support with domestic or financial abuse

Domestic abuse (physical, verbal and/or emotional) is never acceptable – and you should never need to suffer alone. We understand it can be difficult to turn to family, friends, or colleagues. But you can turn to us.
Regardless of your age, gender, orientation, or ethnicity, you can report domestic abuse to The Cambridge in any way that feels safe – whether it’s in person, on the phone, over email or through our app or live chat.

You can visit any of our stores for a safe and private space to call the National Domestic Violence Helpline on 0808 200 0247. The National Domestic Violence Helpline is free and open 24 hours a day.

You can also reach out to the following specialist support organisations:

• Women's Aid (support and information for women and children experiencing abuse)
• Refuge (24-hour support for women and children against domestic violence)
• Men's Advice Line or call 0808 801 0327 (support for men experiencing domestic abuse

 

How to Get in Touch

If you need any additional support with managing your account or the way you receive communication from us then please get in touch by:

• Visiting your local branch
• Calling us on 0345 601 3344
• Emailing us at thecambridge@cambridgebs.co.uk

 

We’re here to help and make sure you can access our services in the way that suits you best. If you can think of any other ways we can improve our accessibility, please let us know.