Systems and action to advance disability inclusive financial services in the UK

Presented at the Disability Innovation Summit: Inclusive Interactions conference organised by the GDI hub on 13 Sept 2023.

The importance of access to financial services and the challenges and work towards solutions are briefly overviewed with particular reference to innovation in the Nationwide Building Society in the UK.

Priorities identified for long term decision making concerned with services for people with disabilities were people with learning disabilities/neurodivergence/dementia, deaf people and the customer experience. The Nationwide introduced British Sgn Language (BSL) virtual interpretation for deaf people using a third party interpreter to enable independent banking. Difficulties encountered concerning risk and governance are highlighted.  Lessons learned and other progress e.g. provision of letters in BSL are briefly mentioned.