Accessibility

We are committed to making banking accessible for our customers, whatever their needs.





How to get support

You can reach us in the way that works best for you:

Our team is happy to help.




Support for deaf customers or those who have difficulty hearing or speaking

You can use SignVideo to talk to us.

This is a free service that connects you with a qualified Irish Sign Language (ISL) or British Sign Language
(BSL) interpreter, either from your home or in a branch.

  • It is available Monday to Friday, 9am to 5pm (excluding bank holidays)
  • For urgent issues like fraud, or lost and stolen cards, it is available 24 hours a day, 7 days a week.
  • It uses the camera on your device to connect with an interpreter who relays your conversation
  • Visit the SignVideo website for more information.

  • What do I need to use SignVideo?

    To use SignVideo, you will need three things:

    1. A mobile device or computer:
      • Windows PC
      • Apple Mac
      • iOS phone or tablet
      • Android phone or tablet.
    2. A webcam
    3. A good internet connection. It is best to have a minimum 2mbps upload and download internet speed, to get the best experience. Your internet connection can be any of the following:
      • 4G or 5G mobile network
      • Plugged in broadband or ethernet
      • Wi-Fi

  • How do I connect to an ISL interpreter?

    You can connect by visiting SignVideo or by using the buttons below.

    Current Account Services

    Current Account Services

    Credit Card Services

    Credit Card Services

    Mortgages

    Mortgages

    Personal Lending

    Personal Lending

    Home Insurance

    Home Insurance

    Bank of Ireland Finance

    Bank of Ireland Finance

    Lost and stolen cards or reporting suspicious activity

    Lost and stolen cards or reporting suspicious activity

    This service is available 24 hours a day, 7 days a week.

    Money worries support

    Money worries support

    In branch access only

    In branch access only

    This service is available in our branches.

  • How to use SignVideo - ISL video guides

    We have created two ISL video guides with captions. These explain how SignVideo works in our branches, and how it works when you call us.

    Using SignVideo in Bank of Ireland branches

    Using SignVideo when you call Bank of Ireland


  • How can I get help with SignVideo?

    For technical guidance or support, please visit SignVideo’s Frequently Asked Questions or contact SignVideo at help@signvideo.co.uk


Phone-call-bank

The Irish Text Relay Service

We support the Irish Text Relay Service (ITRS), which allows you to call us using text-to-speech and speech-to-text technology.

  • An ITRS assistant types what our team says and reads your responses aloud
  • It works on phones, tablets, laptops, and PCs
  • There is no extra charge to use it (standard call rates apply)
  • You need to register to use it. Visit the ITRS website to register or learn more.

  • What you need to know

    The ITRS is a third party. They may provide terms and conditions and/or a privacy notice. You should check the ITRS website for this information. We recommend that you are happy with these before using the service.

    When you call us using the ITRS, we will only give the ITRS assistant the information that they need to help you with your question.  

    We will rely on what the ITRS assistant tells us. We are not responsible if anything the ITRS assistant tells you or us is incorrect.

    If the ITRS assistant gives us information, we will only keep the information that we need and we will keep it in line with our privacy notice.

    Bank of Ireland and the ITRS will not send you a text message or email to register for or to use the ITRS.

    You do not need to give your Bank of Ireland security details (such as your full 365 online PIN or one-time passcode), to register for or use the ITRS. You should never reply to any call, text or email asking you to share your security details. Please visit the Security Zone section of our website for more information.


Links to other websites

We work with the following third parties to support accessibility and inclusion. Bank of Ireland is not responsible for the services they provide:

If you click on any of the links above, you will leave the Bank of Ireland website. Bank of Ireland is not responsible for the information or content on these websites.



How to get support

You can reach us in the way that works best for you:

Our team is happy to help.



Support for customers who are blind or have sight loss


Accessible formats

You can ask to get your statements, letters, and brochures in:

  • Braille
  • Large print
  • Audio files, or
  • On coloured paper.

Let us know your preference, and we will arrange it for you.

Accessible debit and credit cards

All our new cards include a notch, to help you insert them correctly into payment terminals or ATMs. We are also introducing different notch shapes so you can easily tell your debit and credit cards apart by touch.

Online, mobile, and phone banking

Prefer to bank from home? We are committed to helping as many people as possible to use our website and mobile app services. We are guided by the Web Content Accessibility Guidelines (WCAG) version 2.2 AA. These explain how to make services more accessible for people with disabilities.

How to get support

You can reach us in the way that works best for you:

Our team is happy to help.





Accessibility support in our branches

Accessible ATMs

Our upgraded ATMs offer a range of features to make banking easier for everyone:

  • Larger, high-contrast screens – easier to use, with touch options
  • Braille labels
  • Text-to-speech – just plug in your headphones for audio help
  • Privacy features – light up privacy wings and mirrors, to help you feel secure
  • Wheelchair-friendly design.

Wheelchair accessibility

Most of our branches are wheelchair accessible. If you would like to check specific
features before visiting, just give us a call.

Hearing loops

Some of our branches have hearing loops. These help to improve sound quality for
hearing aid users.

Tip: Switch your hearing aid to the T setting to use the loop.


Support for customers with hidden disabilities

Hidden Disabilities Sunflower

This is a discreet way to let our staff know you have a non-visible disability and may need a little more help or time.

You can ask for a Sunflower lanyard in our branches.

Visit the Hidden Disabilities Sunflower website for more information.



Just A Minute (JAM) Card

The JAM Card lets you tell others – without needing to explain – that you need a bit more time or patience. It is available in physical or digital form.

To order a JAM Card or find out more, visit the JAM Card website.





Links to other websites

We work with the following third parties to support accessibility and inclusion. Bank of Ireland is not responsible for the services they provide:

If you click on any of the links above, you will leave the Bank of Ireland website. Bank of Ireland is not responsible for the information or content on these websites.


Language supports

If English is not your first language and you need some support, we can help: