In August, I was looking at switching banks because I was having issues regarding Natwest and accessibility. In short, I'm partially sighted and was having problems using their pin pad. I then went into Natwest to ask if there was a way around this. I was told no and was told to come into branch each time I wanted something doing. For many reasons, this isn't practical. I later found out that they do the larger pin pads.

Anyway, had to go into Nationwide to pay some money into a friends account and was given a leaflet on their current accounts. I then asked about internet banking and accessibility. (internet banking being the main way I bank) I was told they too use the pin pad. But I can request a large print pin pad.

I booked an appointment to switch. The lady who I had my appointment with, said she was new and wasn't aware of the accessibility that Nationwide offer and that she'd put some notes on my application.

I then got my debit card, PIN and pin pad in the post. All in my preferred format. I then received a letter about my ISA, which wasn't. It was explained to me that because ISA switch wasn't done at the same time as current account switch and I forgot to say something, they weren't aware that I needed letters in large print. A quick call to head office and this has been sorted.

On Monday I went in to ask about credit cards. The lady I spoke to them said she'll email me the information they provide.

Well this is normal for Natwest they treat their customers like rubbish. Did they explain in detail their fees when you go overdrawn without permission? Minimum of £6.00 per day but capped!

Nationwide or similar was a better choice but each to their own...

Surely the Single Equality Act applies here on the provision of goods and services.

Throw that in with BCOBS

It's lack of training. No staff should be put on the front line in any public meeting company until they have been trained and mentored as well for a couple of weeks.

Yes, the lack of training was fairly apparent with Natwest. When I spoke to someone at Nationwide, (before opening my account) he said he didn't know and would check. That's fine. I don't expect every employer to be aware of every single accessibility need.