Question to the HM Treasury:

To ask the Chancellor of the Exchequer, if his Department will make an assessment of the potential challenges people with disabilities experience when accessing online banking services.

In 2021, 86% of UK customers used a form of remote banking such as telephone banking, a banking app or online banking services. UK banking customers have never had more choice in how they fit their banking into their everyday lives.

It is important that those with a characteristic of vulnerability, such as people with disabilities, have appropriate access to banking services. The Financial Conduct Authority (FCA) has guidance for firms on the fair treatment of vulnerable customers, setting out a number of best practices. The guidance explores, among other things, how firms can understand the needs of vulnerable customers and provide targeted services for this cohort. Examples range from staff having the skills and capability to recognise and respond to the needs of vulnerable customers, to product and service design, customer services and communication. In addition, like all service providers, banks and building societies are bound under the Equality Act 2010 to make reasonable adjustments, where necessary, in the way they deliver their services.

Some people with disabilities may find online banking services preferable and easier to use, however the Government recognises that some people may continue to prefer to carry out their banking in-person. In light of closing bank branches, the Government cannot reverse the changes in the market and in customer behaviour; nor can it determine firms’ commercial strategies in response to those changes.

Guidance from the FCA sets out its expectation of banks and building societies when they are deciding to close their branches or free-to-use ATMs. Firms are expected to carefully consider the impact of a planned closure on their customers’ everyday banking and cash access needs and consider possible alternative access arrangements. This Guidance has recently been strengthened to ensure firms pay closer attention to the needs of their consumers, particularly those in vulnerable circumstances. Alternative forms of banking may include by telephone or via the Post Office, which allows 99% of personal banking and 95% of business customers to carry out their everyday banking at 11,500 Post Office branches across the UK.