Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what steps she is taking to ensure that financial products and services meet the accessibility requirements set out under the (a) Consumer Duty and (b) Financial Inclusion Strategy.

Earlier this month, I published the Government’s Financial Inclusion Strategy setting out an ambitious programme of measures to improve financial inclusion and resilience for underserved groups across the UK. This includes a key focus on digital inclusion and access to banking and considers accessibility as a cross-cutting theme across all areas under the strategy, in recognition of the particular challenges individuals can face in relation to this, including those with a disability or low literacy skills.

The strategy includes a range of specific interventions for both Government and industry to address these issues, including launching an industry-led working group which will examine how to make financial products more accessible and meet specific needs. This work will begin in early 2026 and the group will report on progress to HM Treasury every six months.

More widely, the Government continues to work closely with the Financial Conduct Authority (FCA), the independent regulator of the UK’s financial services sector, to ensure that all customers get the right support with their financial products and services.  FCA guidance highlights the actions firms should take to understand the needs of customers who may be vulnerable, such as individuals with a disability, 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 and seeks to increase firms’ 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 to all.