My name is Jamil and I have been a wheelchair user all my life. In this blog, I will talk about my own experience as a customer of a bank and discuss how banks could improve the future experiences for me and other customers with a disability. Furthermore, I am hopeful that this blog will help banks, building societies and other financial institutions recognise existing barriers that disabled people face physically in their branches and digitally using their online platforms.

The government has recently announced a new National Disability Strategy that includes improving accessible products and services, tackling crime against disabled people and social participation. This strategy sets out 100 immediate commitments supported by £1.6 billion of funding and carried out the biggest listening exercise with disabled people in recent history, with 14,000 people responding to the UK Disability Survey. The results showed that 31 per cent of disabled people find using public spaces difficult ?all the time? or ?often? while 78 percent find access to mobile technologies helpful for living independently.

My own experiences

I firmly believe that visiting different bank branches has been positive. Due to the pandemic, there were fewer staff available in the branches, and opening hours were reduced. As we head back to normality, I understand that staff may require some retraining after the changes of the last 18 months and ask whether an additional course on how to interact with people with disabilities could be introduced. My personal experience has shown where training would have been beneficial: I tried to visit my local bank, and I was waiting in a long line outside. It was raining heavily, and my wheelchair and I were getting soaking wet. Pedestrians were also trying to get past me while I was waiting in line. I knocked on the branch doors to ask if I would be allowed to go in but not use the services until the people in front of me had used them, as I just wanted to be dry inside. Unfortunately, my request was declined. I then decided to travel a bit further to visit my other bank and use their services. This bank has a policy to allow people who are elderly or have a disability to have priority.

Telephone banking

A survey showed that 36 percent of people with disabilities found it challenging to do their banking on their smart devices. My experience has been challenging, sometimes having to wait more than 30 minutes to get hold of a representative. I believe banks can benefit by having a system similar to those offered by some broadband providers, which allow vulnerable customers priority access to the customer service team.

In the last 18 months we have been using online video call services such as Microsoft Teams and Zoom. I think banks should have video services that will allow people who have verbal difficulties to speak to an agent online to assist with their enquiries and have employees trained to use sign languages.

ATMs

Some ATMs are difficult to use due to the height of the machine. I am fortunate enough that I don't have too many mobility issues and can use most ATMs because of the functions on my wheelchair.

Keeping branch information up to date

Banks and building societies may wish to think about having a live feed to show which branches are currently wheelchair friendly/accessible as sudden maintenance issues may prevent anyone who needs accessibility help from accessing the branch.

From my own experience, a branch whose website said that it was wheelchair accessible was far from accessible for me. For example, I wanted a student account, as I was eligible for this product. After researching, I found multiple banks located next to my university, which was convenient for me. One of the bank branches said online that their branch was wheelchair accessible, so I decided to open an account there. Once at the bank. I realised that there were stairs in front of the premises so I struggled to enter. The only way to notify the branch staff was to call out for help, which was inconvenient and embarrassing and perhaps not possible for some people with a verbal disability.

It is important that everyone has the right to receive the same offers and services despite their background and disability. Having spoken with a few banks, I know they are already working to assist customers with a disability. However, it is crucial that the banking sector better understand these issues to improve their services and products continuously.