Accessible banking

Our aim is to provide a consistent and accessible experience for all our customers, which includes engaging disabled and neurodivergent people in the design our digital platforms. We recognise there is still scope to develop this further, and it continues to guide our work.

We aim to conform to the World Wide Web Consortium’s (W3C) Web Content Accessibility Guidelines (WCAG) v2.2 at Level AA, which is reflected in our NatWest Digital Accessibility Standards. These standards also reference the British Standards Institution (BSI) Vocal Accessibility PAS 901 and act as a guide for our approach.

In 2025, we commissioned research on font scaling and target touch size and will use the findings to inform our design system. We also updated guidance within our supplier code of best practice (PDF, 578 KB) with an expectation that suppliers conform to the most recent version of the international accessibility standards, WCAG v2.2 AA.

We continue to strengthen our role-based training pathways to increase understanding of the importance of accessibility. Our Digital Accessibility learning module was completed by over 21,700 colleagues as at 31 December 2025. Colleagues in many different areas of the bank completed the module including Retail Banking, Private Banking & Wealth Management, Commercial & Institutional, and Digital X. Beyond our own business, in 2025 we worked with external partners supporting the Business Disability Forum Technology Task Force to advance industry-wide digital accessibility maturity. In addition, we facilitated the live stream of Europe’s largest accessibility conference, TechShare Pro, and delivered content to its online audience.

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 feedback from the panel, product owners are able to better understand the needs of customers who often feel under-served. The panel meets monthly. Since 2022, 111 journeys and propositions have been reviewed through the inclusive design Panel including 32 from 2025.

This includes improvements that directly support access to banking simplifying journeys for our customers, enhancing Banking My Way, improving telephony and IVR navigation, strengthening digital accessibility, refining high‑risk conversational Cora flows, adjusting servicing journeys, and applying consistent accessibility standards to support customers with additional needs, limited digital confidence or characteristics of vulnerability.

All colleagues involved in the design, management and distribution of our products and services were required to undergo training in 2025 to ensure they are aware of the applicable standards and policies for their role, and that they understand how to fulfil their responsibilities.

In 2025, we provided training to 51,500 colleagues to help them recognise and respond to customers in vulnerable situations.

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.

As at 31 December 2025, 640,000 customers had registered for additional support through Banking My Way (2024: 397,000). 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.