Nationwide rolls out major change across all its branches

Nationwide is rolling out a dedicated service across its 605 branches to support customers with communication difficulties. The ‘Speak Easy’ change will see customers use a set of custom-made cards with pictures and phrases on them as a communication tool.

The bank hopes it will aid interactions with colleagues in branch on a range of banking matters, including savings and payments, reporting a lost or stolen card and raising a suspected fraud or scam. Example phrases on the Speak Easy cards include: please speak slowly, can I have a pen and paper and help me use the cash machine.

Nationwide worked closely with a range of charities on the colour-coded cards, including the Stroke Association and the British Institute of Learning Disabilities (BILD). A panel of people who experience communication difficulties helped to make Speak Easy as accessible as possible.

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Mandy Beech, director of retail services at Nationwide, said: “We are doing all we can to make banking accessible, inclusive and fairer for everyone, which is why we continue to invest in services, such as Speak Easy.

“We’re delighted to be leading the way in offering dedicated support across all our branches for those with communication difficulties. Alongside providing access to British Sign Language interpretation in-branch through our SignVideo service, this offers another option for people to communicate in a way that is accessible for them. As the UK’s largest branch network, it is our aim to be as accessible as possible for every customer across the UK.”

Caitlin Longman, accessibility lead at the Stroke Association, added: “On average, two-thirds of people experience communication difficulties, or aphasia, soon after a stroke. One of the biggest challenges in places like shops, restaurants and banks is that many people don't know enough about aphasia and how they can help to make communication easier, but the right tools can make all the difference.

“We are thrilled to have worked in partnership with Nationwide on their important Speak Easy scheme. We hope it will provide customers with the appropriate support and guidance and give them confidence when visiting their local branch.”