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Serving our customers

Making life easier for all our customers

Whether you are looking for information online, or talking to us on the telephone, we are dedicated to providing a service which is approachable, helpful and informative.

We’ve made a lot of effort recently to get rid of the ‘financial jargon’ so often found in financial services.

We also have special telephone facilities for customers with hearing and sight impairments. All company literature is available in both Braille and large print.

For help with Scottish Widows Bank products and services please contact our Customer Service staff in the first instance on 0345 767 8910*.

We also participate in the Association of British Insurer’s Customer Impact Scheme to put customer needs at the heart of how we do business.

Serving our customers online

We aim to provide the best online experience for all of our customers. Our Beginners’ guides are written in clear, everyday language to help demystify subjects like pensions and investments. There are also easy to use online calculators to help you work out problems, such as how much you need to save each month to achieve your retirement goals. You can also find more about how we’ve improved accessibility on our website.

Serving our customers on the telephone

Our customers with hearing impairments may choose to make use of Typetalk. Typetalk is a telephone relay service provided by BT and the Royal National Institute for the Deaf (RNID). To use it, you will need a text phone with a screen. You access the service via a BT operator who will convert your text into speech for the person you are calling, and their speech into text for you, to allow conversation to take place. Our consultants and customer services staff are all able to accept Typetalk calls.