Financial inclusion across all parts of our society is a key driver for UK Finance, one that becomes ever more pertinent as we enter a more digitalised age. While the move towards digitisation of financial services offers many benefits - increased access to services at all times of the day or night, lower costs and improved accuracy and efficiency, enhancing customer outcomes - it is vital to ensure that no one is left behind; that digital is harnessed in order to improve access to banking and other financial services.

As this report makes clear, there are challenges ahead but there are also significant opportunities for the industry to leverage inclusive design principles, to achieve better access, inclusion and support for existing and potential customers, including vulnerable customers.

We have been pleased to work closely with Capco, whose genuine passion for inclusion we share, in producing this report. We hope it will help to shape the debate around how we, as an industry, can work towards a virtuous cycle of innovation and development, with consumers at the centre of our focus.