Visually Impaired

Braille, Large print and Audio formats

We can provide your statements, brochures and any other documentation in Braille, large print and audio.
For further information please ask at any of our branches or phone our Additional Customer Support Helpline on 0345 646 0318 (Mon - Fri 9am - 5pm, excluding bank holidays).

Customer Care Packs

We have customer care packs in all of our branches which contain items to assist in various ways.  These contain:

• Magnifiers
• Pen grips

Please ask our staff if any of these could help you.
 

Cash Machine (ATM) services

The keypads on our ATMs have a raised dot on the number 5 as well as raised symbols (X, I, O) on the coloured Cancel, Clear and Enter buttons. We also have large, coloured, high clarity screens on our ATMs.
 

Talking Card Reader for Online Banking

The card reader is a small hand held device which works with your AIB (NI) Visa debit card to generate unique security codes when you are completing certain transactions on Online Banking (this service is available to personal business customers and partnerships). 

If you require a talking card reader which is designed to assist visually impaired customers, simply call Phoneline Banking on 0345 793 0000^† log in and choose option zero (0) and one of our Customer Service Advisers will be happy to help you. Our advisers are available between 9am and 5pm Monday to Sunday (excluding Bank Holidays).  

† Call charges may vary – refer to your service provider

Deaf, hard of hearing or speech impairment

Relay UK Service

If you have trouble hearing or speaking on the phone, you can contact us using the Relay UK service.

You can contact us by dialling 18001 0345 646 0318* from a Textphone or by downloading the Relay UK App to your smartphone, tablet or PC. You will be connected to a Relay Assistant who will convey the phone conversation by translating speech to text and text to speech.

For more information on downloading the App or using this service, please visit the Relay UK website here (https://www.relayuk.bt.com/).

Relay UK is a third party which means AIB Group (UK) plc is not responsible for this service.

*Lines are open 9am-5pm Monday-Friday (Except on Bank Holidays). Calls may be recorded.

Induction (Hearing) Loops

All of our branches have an induction loop which is portable and can be used in different areas of the branch.  These improve the sound quality for customers who have hearing aids by switching to the T setting.

Personal Access Code (PAC) for Online and Phoneline Banking

At AIB, we recognise the importance of providing our customers with a range of options to help them manage their banking in a way that suits their individual needs.

We have improved our current service to support our customers who may have difficulties accessing their Personal Access Code (PAC) for Online and Phone Banking by telephone.

If you would like to reset your PAC or set up a new PAC please email ConductUK@aib.ie for more information.

Please note that the following is required to complete this process:

• An active card reader.
• A debit card.
• A current mobile telephone number to be registered on our systems. 

Mobility & Dexterity Assistance

Access to our branches

The vast majority of our branches have permanent ramped access or level access from the street.  Where we have been unable to gain statutory consents for a permanent ramp, we provide temporary ramps which can be put in place at the customer’s request.

All branches have automatic or power assisted doors with disabled access push buttons. 
Inside our branches we provide a lower counter position for customers who are wheelchair users or who wish to sit while we transact your business.

Our Cash Machines are set at an accessible level for all users.

Chip & Signature Cards (Personal Customers only)

For customers who have difficulty using a PIN, we can offer a Chip and Signature personal Debit and/or Credit Card.

When you buy goods in a shop, you will not have to enter your PIN on the terminal. Instead, the assistant will print a receipt for you to sign and this signature will then be compared to the signature on the back of your Card. All other transactions, such as online and mail order, will be carried out in the same way as the personal Debit or Credit Card.

For more information or to ask for a Chip and Signature personal Debit or Credit Card, please contact your branch.