Accessible banking

Our approach is to be an ‘Accessible Bank by Design’ across our digital journeys. This means including those with disabilities and long-term conditions and recognising that everyone’s needs are different and can change over time. As our customers interact more with us through digital channels, we understand the increasing importance of providing a seamless and inclusive digital experience.

We aim to conform to the World Wide Web Consortium’s (W3C) Web Content Accessibility Guidelines (WCAG) v2.2 at Level AA and this is reflected in our Digital Accessibility Standards. We also provide further guidance within our Supplier Code of Best Practice and our online Accessibility Statement for customers.

In 2024, we co-signed the Disability Finance Code for Entrepreneurs and our Retail Digital Assistant, Cora, achieved accessibility accreditation from UK charity AbilityNet. We expanded our role-based training and created a Digital Accessibility learning module, which had been completed by 21,000 colleagues as at 31 December 2024. We also continued to innovate in authentication to deliver Voice Biometrics within our mobile app.

While we have made progress, we know there is still more to do to remove barriers and we continue to listen to our customers.

Working with external parties, we use an Inclusive Design Panel to gain input into the design of our products, services and communications from those who have experience of living with a vulnerability.

Through receiving feedback from the panel, product owners are able to better understand the needs of customers who often feel under-served. The panel meets on a monthly basis, and has helped us to review around 75 different products and propositions since it was first formed in 2022, including 30 in 2024.

An example of how the panel has helped us to better understand the preferences of those with additional support needs is the changes we have made to our repeat-use overdraft template letter. Taking on feedback, we improved the letter by developing a more empathetic tone and we strengthened how we sign-post practical options, such as flexibility in paying back, instalment plans and support from other organisations.

The work of the panel has gained external recognition, winning The Collaboration Network’s Vulnerability Award and the Aura Insight Impact Award in 2024.

All colleagues involved in the design, management and distribution of our products and services were required to undergo training in 2024 to ensure they are aware of the applicable standards and policies for their role, and that they understand how to fulfil their responsibilities.

In 2024, we provided training to 63,000 colleagues to help them recognise and respond to customers in vulnerable situations. A role-specific module titled ‘Designing to include everyone’ was launched in Q3 2024, with 6,000 colleagues having completed it as at 31 December 2024. 

Banking My Way aims to help us better support customers by understanding the challenges they face and what adjustments they need to make banking easier.

Available through the Mobile App and Online, in our branches or via telephone teams, Banking My Way allows customers to select the support they need from a range of adjustments including a sign language interpreter, braille statements or simply speaking more slowly. This allows us to deepen our understanding of our customers’ needs and personalise the service we give, empowering customers to bank with us in a way that suits them.

In August 2024, we expanded the Banking My Way categories to include 13 additional options that better reflect our customers’ needs. This included an option for customers to disclose dyslexia, or to not have their gender assumed based on their voice. As at 31 December 2024, 397,000 customers had registered for additional support through Banking My Way (2023: 244,000). Growth in usage has been driven by increased mobile app prompts, training for colleagues to proactively sign-post to customers and the new disclosure categories. 

Our branch designs comply with building regulations, BS standards, recommendations under the Equality Act 2010, and are ergonomically considered and validated by third party specialists. Some key features include:

• Power assisted doors
• Ramps and handrails, where local authorities allow
• Hearing induction loop systems
• Clear directional signage
• Colour and textural contrasts on our flooring to help with navigation
• Our cash machines include Braille labels, raised numbers, and coloured keys for entry and error
• Free translation services in multiple languages

See our branch accessibility webpage for more information. 

Other helpful tools we offer at NatWest to assist customers with their banking include:

• Talking cash machines - Customers can use all of our cash machines with a headset or earphones.
• Braille card wallets – NatWest offers braille/large print card wallets free of charge.
• Accessible statements – NatWest offers Braille, large print, coloured paper, and audio CD statements free of charge.
• Rubber signature stamps - NatWest offers a rubber stamp free of charge which can replicate your actual signature or printed initials and surname.

See our help for every situation webpage for more information on how we can help you with accessibility needs, and how to contact is accessibly.