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Accessibility & specialist support

All our customers deserve the same excellent, personalised service, so we are committed to offering accessibility support for those who need it.

Everyone is susceptible to vulnerable periods in life and we continue to work hard to make Bath Building Society a welcoming place for all our customers.

In this section you can learn about some of the ways we are trying to make things easier for everyone. If you have a disability or just need some extra support our team will help as best they can.

We always have the best interests of our customers at heart, so if you haven’t been able to find what you’re looking for on these pages please get in touch. Call 01225 330014 and you’ll get straight though to our customer service team who will be happy to talk through any questions or concerns. If you are unable to call, you can use live chat on the website or if you prefer to talk face to face, please visit one of our Branches.

  • What if I have a visual impairment?

    If you are visually impaired we can organise braille stickers for passbooks. Magnifiers are available in Branches and we can increase the font size on all correspondence, please just ask.

    We keep our Head Office and Branches uncluttered, to give customers as much space to move around as possible. Branches have low counters and comfortable seating. Our colleagues are always happy to explain printed information for you.

    Our Branches and Head Office in Queen Square welcome guide dogs and assistance dogs.

    Let us know what you need from us before you visit. We can book extended appointments and you are very welcome to bring a friend or family member with you.

  • What if I have a hearing or speech impairment?

    If you experience difficulty hearing a voice or making yourself understood on a telephone call, you can visit our staff at our Wood Street or Moorland Road Branches. Our Branches and Head Office have hearing loop systems available.

    Let us know before you visit and we can offer extra support at an appointment including a colleague trained in basic sign language and private meeting rooms. We can also discuss arranging for a professional sign language interpreter to sit in on Mortgage and Savings meetings on request.

  • We’re proud to be a Dementia Friendly organisation

    Bath Building Society is a Dementia Friendly organisation. All our staff are Dementia Friends, which means you will always find a Dementia Friend in Branch or at our Head Office.

    We don’t have call centres, so you will always speak directly to a member of staff who has received Dementia Friends training. All Bath Building Society employees receive regular Scam Awareness training and can offer information to people living with Dementia, their families and carers about potential scams, money fraud and a practical guide to POA.

    Let us know what you need from us before you visit. We can book extended appointments, organise meetings in a private meeting room and you are very welcome to bring a friend, family member or carer with you.

  • How do you support customers with mental health conditions?

    Mental health conditions, including anxiety and depression, affect people in many ways. Here are some of the things we are doing to try and support customers with mental health conditions.

    We can arrange longer appointment times. You don’t need to say why, just let the team know when you book an appointment and one of our colleagues will arrange this for you. You can also request to have an appointment in a private meeting room.

    If you prefer not to visit a Branch, customers can also manage their savings account online via our Bath Online service or contact our customer service team via Live Chat.

    Family members, friends or support workers are also welcome to attend appointments with you. You can also take paperwork home to read and make decisions in your own time. You can then come back to complete what you wanted to do.

  • What if I have a long term health condition?

    We aim to understand and be sensitive to customer needs if you have a long term health condition.

    At the same time, we’re aware that you know best what’s right for you. So, please contact us to ask for any support that would help make it easier to manage your savings with us. If you are unsure of something or need any extra help, please tell us. We’ll listen and help as best we can.

  • Are your buildings easily accessible?

    We try hard to make sure our Branches are easily accessible for all customers. Our Moorland Road Branch has wheelchair access. Unfortunately due to building restrictions, our Wood Street Branch doesn’t currently have wheelchair access so if you have any questions about the access facilities at your local Branch please call ahead and we’ll do everything we can to help you.

    We can book extended appointments for customers with learning difficulties and we are happy to suggest quieter times of the day to pop in and see us. Friends or family members are always welcome to accompany you.

  • Can someone else manage my savings for me?

    We understand it’s not always possible to visit a Branch. If you need help using your savings account, giving access to someone you trust could be the right move.

    Power Of Attorney (POA) and Deputies:

    We are here to offer you and your family or friends help and support, practical guidance and understanding, to make the process of registering a Power of Attorney, or setting up a Deputy, a little simpler.

    We are proud to support the Digital Power of Attorney initiative. All we need is a valid access code and in most cases we can accept the documentation through this platform. For details on how to create a valid access code please visit the government website.

    View our Power of Attorney form and Power of Attorney and Deputies brochure for more information.

    If you have any questions please contact the team.

    In exceptional circumstances it is also possible to authorise a friend or family member to transact on your behalf as a short term solution. We call this a Third Party Withdrawal. We recommend customers consider legal advice for long-term and formal agreements.

We’re here for you. If you haven’t been able to find what you’re looking for on these pages, call 01225 330014 and you’ll get straight though to our customer service team. We can talk through any questions or concerns on the phone. If you are unable to call, you can use Live Chat on the website or if you prefer to talk face to face, please visit us in Branch.

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