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. The Financial Conduct Authority (FCA) has a list of banks that give customers more information about their services. 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 switch to a bank that’s more accessible.
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.
Find out how a lasting power of attorney (LPA) allows someone you trust to talk to your bank or building society on your behalf.
While your bank has a duty to make its products and services accessible, there is also technology that can help.
Disability charity Henshaws has information about large print and tactile credit and debit cards, wearable contactless wristbands with a pre-loaded amount and chequebook templates that can make everyday banking a lot easier.
The RNIB has reviewed a range of banking apps for accessibility.