A recent report by the Lending Standards Board highlights the progress in accessibility for deaf customers by UK banks.
- UK banks have made significant improvements in offering remote-access British Sign Language (BSL) services.
- The availability of lip speaker services and note takers has increased markedly, enhancing communication for deaf customers.
- Firms have improved their digital services, making online BSL translation more widely accessible.
- Despite advancements, further progress is needed to fully meet accessibility standards for all deaf customers.
The recent Lending Standards Board (LSB) report outlines considerable progress made by UK banks and lenders in enhancing accessibility services for deaf customers over the past year. The findings coincide with UK Deaf Awareness Week and show that efforts have been made to address the challenges highlighted in the LSB’s 2023 research on banking and credit access for the d/Deaf community.
One notable improvement is the increase in the provision of remote-access British Sign Language (BSL) services. According to the report, 73% of surveyed registered firms now offer this service, a substantial rise from the 55% reported in 2023. This development is pivotal in reducing communication barriers for deaf customers.
Additionally, the availability of lip speaker services has risen from 36% to 45% among the firms surveyed. Note takers, previously available at only 9% of firms, are now accessible at 45%, marking a significant enhancement in support options for deaf clients. Such improvements are crucial in facilitating more effective communication during banking interactions.
Digital services have also seen positive changes. Online BSL translation services have become available through 18% of firms, doubling the previous year’s figure of 9%. This increase indicates a growing recognition of the necessity for accessible digital communication tools.
However, Emma Lovell, Chief Executive of the LSB, emphasises that there is much more to achieve. The report stresses that while new services are being launched, universal accessibility is yet to be attained. “It’s crucial that financial services firms’ team members are aware of these services and are equipped to support customers,” Lovell asserts. This insight underscores the ongoing requirement for staff training and awareness to match service enhancements.
Further, data from SigningBanks.UK reveals continued improvement within the sector over the last six months, with a notable rise in BSL interpreter availability, both in-person and digitally. Currently, 70% of SigningBanks’ partners provide BSL interpreters on request, climbing from 60% in December 2023. Future plans include expanding digital BSL services through telephony, with 93% of partners aiming to offer this functionality in the near future.
These developments reflect a broadening commitment within the financial services sector to create an inclusive environment for deaf customers. The efforts align with the LSB’s mission to break down barriers and promote better customer outcomes in banking services.
While significant strides have been made in enhancing accessibility, continued efforts are essential to ensure full inclusion for deaf customers in UK banking.
