UK banks and lenders are making strides in enhancing accessibility for deaf customers, according to a recent report.
- Over the past year, substantial progress has been observed in the availability of British Sign Language (BSL) services.
- Improvements have been noted in the provision of lip speaker services and note takers.
- Digital services have also been enhanced with better online BSL translation.
- Despite the advancements, UK financial services acknowledge the need for continued efforts.
In an encouraging development, the Lending Standards Board (LSB) has reported significant progress by UK banks and lenders in making financial services more accessible to deaf customers. This comes one year after the launch of the LSB’s research focused on deaf individuals’ access to banking services. With one in five UK adults experiencing hearing loss, including more than 40% of those over 50 and 70% of individuals over 70, the need for inclusive banking services is clear.
This progress aligns with UK Deaf Awareness Week, highlighting the advances in deaf accessibility services offered by banks. Notably, the availability of remote-access British Sign Language (BSL) has seen a marked increase, with 73% of surveyed firms now offering this service, up from 55% the previous year. Similarly, the accessibility to lip speaker services has grown from 36% to 45%, and the availability of note takers has surged from 9% to 45%. Interpreting services have become increasingly accessible with signing banks enhancing in-person and digital BSL provisions.
Digital advancements are also evident, with online BSL translation now available through 18% of surveyed firms, doubling from 9% a year ago. Emma Lovell, Chief Executive of the LSB, commended these improvements, emphasizing the importance of breaking down barriers faced by the deaf community in interacting with financial institutions. She noted that while these changes are promising, there is still room for growth, particularly in ensuring that financial institutions’ staff are well-versed in these services.
The report also reflects the efforts of SigningBanks.UK, which has played a pivotal role in advancing BSL availability. From December 2023 to the last six months, the availability of BSL interpreters by request has risen, and additional developments are underway for digital BSL services. SigningBanks.UK data indicates that 93% of their partners plan to offer digital BSL via telephony soon, marking a significant leap towards inclusive banking.
Furthermore, various other services such as hearing loops, face-to-face BSL interpreters, and instant digital BSL have seen improvements. The report stresses the importance of maintaining the momentum gained over the past year and further elevating industry standards to foster an inclusive environment for all patrons.
Continued momentum and dedication are essential to achieving universal accessibility in the financial sector.
