Talking to your bank about accessible accounts and services

If you have a bank or building society account, their products and services have to be accessible. But you should talk to them if there is something you’re not happy with.

Your rights as a disabled customer

Under the Equality Act 2010, your bank must provide you with equal access to all its products and services. The UK’s main current account providers have also agreed to publish better information about the services banks offer to all customers.

Your bank should:

  • change policies, procedures or practices that disadvantage disabled people, such as removing a no dogs rule for customers with guide dogs, or providing seats if customers are expected to queue
  • provide a way to access a service when there is a barrier to a disabled customer, such as providing video calls for branch-only appointments
  • produce statements and other correspondence in Braille or provide hearing loops and talking cashpoints (ATM)

Talking to your bank

If you are unhappy with any part of your bank’s service, you should talk to them.

Some banks have a specific page for disabled customers. Use other banks as a guide to what you could ask your bank for. If you’re still not happy after talking to your bank, make an official complaint or move to a more accessible account.

Current account services (The Financial Conduct Authority) 

Current account switch service

Complaining about a bank or building society (Citizens Advice)

Help to manage your money

Joint accounts let both account holders manage the account. Make sure you trust the person you open the joint account with as they will also be able to withdraw cash. Ask your bank or building society to explain the security of any account you open with them.

Speak to your bank or building society about setting up a third-party mandate. This is a document telling your bank that someone you trust is allowed to run your personal accounts. Mandates are usually only for a short amount of time. They are not suitable if you are losing the ability to make your own decisions.

Managing money for someone else

Getting informal help to manage your money (The Money Advice Service)

Joint bank accounts (The Money Advice Service)

Using technology

While your bank has a duty to make its products and services accessible, there is also technology that can help.

Accessible banking features (Henshaws)

Accessible banking video (AbilityNet)

Talking cashpoints video (YouTube)

Last reviewed by Scope on: 11/03/2018

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