A report from the Lending Standards Board (LSB) has highlighted progress in accessibility services for deaf customers by UK banks and lenders, aligning with UK Deaf Awareness Week. The report evaluates improvements since the LSB’s 2023 research on access for d/Deaf customers in banking and credit.
Emma Lovell, chief executive of the LSB, noted the advancements: “With around 12 million people in the UK experiencing hearing loss, it’s encouraging to see progress being made across the financial services sector to break down the barriers that many deaf people face when dealing with their banks and lenders.”
The improvements reported include an increase in the availability of remote-access British Sign Language (BSL) services, with 73% of surveyed firms now offering this service, up from 55% in 2023. There has also been an uptick in access to lip speaker services and note takers, and enhancements to firms’ digital services, including online BSL translation.
Kathryn Townsend, Nationwide’s head of customer vulnerability and accessibility and the UK Government Disability and Access Ambassador for Banking, also reflected on the progress: “It’s great to see the progress that has been made across the industry over the past year to enhance the support offered to deaf customers. It shows that when there is collaboration, real progress can be made at real pace.”
Nationwide has further committed to supporting deaf customers by partnering with Signly to make its website accessible in British Sign Language and by sponsoring the new SigningBanks.UK website, aimed at helping deaf customers navigate financial services.
