People with disabilities are facing unequal treatment from banks, with reports of individuals having to sit on the floor while waiting in branch queues. An investigation conducted by consumer group Which? uncovered varying experiences among disabled bank customers, highlighting a lack of genuine inclusivity in some instances. Despite an estimated 16.8 million disabled individuals in the UK, significant differences exist in the services offered by major banks in the country.
Which? surveyed over 2,200 individuals with impairments affecting their daily lives to evaluate their satisfaction with their current account providers across various criteria. First Direct, an online and telephone bank, emerged as the leader with an impressive customer score of 88%. Praise was given by a long-time customer who is severely sight impaired, commending the bank’s helpful and efficient staff.
Nationwide building society secured the second spot with a score of 78%, lauded for its in-person banking services. On the other end of the spectrum, Virgin Money ranked the lowest with a score of 52%, receiving criticism for its online services and communication methods. TSB followed closely behind with a score of 54%.
One of the significant challenges faced by disabled bank customers is the frequent closure of branches, attributed by banks to the increasing shift towards online banking. However, this move neglects the needs of individuals who rely on physical branches, forcing them to undertake arduous journeys to access banking services.
The survey highlighted that 36% of disabled customers encounter difficulties when banking in branches due to issues like limited parking, lack of suitable facilities, and absence of accommodations for mobility devices. Additionally, the lack of dedicated support lines during the pandemic worsened the situation for older and vulnerable customers, showcasing the importance of tailored services for disabled individuals.
Furthermore, the research identified that many disabled individuals do not disclose their needs to banks, with some citing the absence of physical branches as a reason. TSB emphasized its commitment to enhancing accessibility for customers, including collaborations with charities and the provision of video banking services. Virgin Money acknowledged the survey results, pledging to improve accessibility and create a more inclusive experience for all customers.
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