Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what discussions she has had with the Financial Conduct Authority and other relevant regulators on improving accessibility in digital banking; and what the outcomes were of those discussions.

HM Treasury ministers regularly meet with the Financial Conduct Authority (FCA) to discuss consumers’ experiences of financial products and services. As a member of the Financial Inclusion Committee, the FCA was closely involved in the development of the Financial Inclusion Strategy which I published in November 2025.

The Strategy includes a focus on digital inclusion and access to banking and considers accessibility as a theme across all product areas examined. It includes a range of interventions to address these issues, including the launch of an industry-led inclusive design working group which will examine how to make financial products more accessible. Consumer representatives have been invited to make submissions to the group which will inform its focus going forward.

More widely, the Government works closely with the FCA to ensure that consumers get the right support with financial products and services. FCA guidance highlights the actions firms should take to understand the needs of customers who may be vulnerable and to consider these needs appropriately. This includes offering multiple channels of communication to their customers where possible, to ensure their products are accessible.

The FCA’s Consumer Duty also seeks to raise the standard of care expected from firms for all customers. It aims to deliver products and services that offer fair value and are designed to meet customers’ needs, with a focus on delivering good outcomes and preventing harm.

In addition, under the Equality Act 2010, all service providers must make reasonable adjustments to ensure their services are accessible.