Disabled Bank Customers Endure 'Two-Tier' Service, With Some Forced to Sit on Floor
New research from consumer group Which? has exposed stark inequalities in banking services for disabled customers, revealing what the organisation describes as a "two-tier" system. The investigation found that many banks offer "little more than lip service to inclusivity," with one disabled customer reporting they had to sit on the floor of a branch while waiting in line because they could not remain standing.
Survey Reveals Huge Disparities in Banking Experiences
Which? questioned more than 2,200 people with impairments that affect their daily lives, asking them to rate their current account providers across multiple measures. The findings highlight significant challenges for the UK's estimated 16.8 million disabled people, who represent approximately a quarter of the population.
First Direct emerged as the top performer, achieving an overall customer score of 88%. One severely sight-impaired customer with three decades of experience with the online and telephone bank praised their service, stating: "Staff are always helpful and efficient. It's probably the only organisation with which I have no problem with my disability."
Nationwide Building Society secured second place with a score of 78%, receiving particular commendation for its face-to-face banking services. The mutual has committed to keeping all 605 of its branches open until at least the beginning of 2030.
Bottom Performers and Common Complaints
At the opposite end of the spectrum, Virgin Money ranked lowest with a score of just 52%. Customers awarded it merely two stars out of five for both online services and communication methods. TSB followed closely as the second-worst performer, achieving a score of 54%.
The survey identified several widespread issues affecting disabled customers:
- 36% find banking in branches difficult due to factors like limited parking, absence of toilet facilities, and lack of low counters for wheelchair or mobility scooter users
- Widespread branch closures forcing customers to make lengthy, sometimes impossible journeys to alternative locations
- "Digital exclusion" challenges with online banking, particularly after local branch closures
- No dedicated helplines or email addresses specifically for disabled customers across any banks
Personal Accounts Highlight Systemic Failures
One survey participant, who is autistic and lives with myalgic encephalomyelitis (chronic fatigue syndrome), described their experience: "The nearest branch is 26 miles away, in Edinburgh city centre. This is an hour's drive, but there's no parking close to the branch. Or it also takes an hour by public transport, which I find exhausting, and still requires a walk at the end."
They continued: "I usually find queues waiting to be served when I arrive. I find standing still even more exhausting than walking, and can only manage it for a few minutes. I often wind up sitting on the floor to maintain my queue position. This is not only unpleasant, but also hard to stand up again from."
Industry Responses and Ongoing Challenges
Which? noted that many disabled people do not inform their banks about their needs—26% of survey respondents fell into this category. Some cited banking online as making disclosure unnecessary, while others felt there was "no one to tell" following branch closures.
The consumer group called for banks to pilot-test digital and automated telephony services before release and to improve staff training on disability awareness.
TSB responded: "We take the accessibility needs of our customers very seriously and engage with charities and people with disabilities to continue to improve our services. We have over 250 physical locations across the UK where customers can carry out their banking in person. In addition, we are one of the few banks that offers video banking, which can be a great tool for those with accessibility issues."
Virgin Money pointed to recent improvements including instant access to remote interpretation services and Speak Easy cards in branches. The bank stated: "Naturally, we're disappointed to see the result as it's not what we strive for, for our customers. However, we value all feedback and will use these findings to further improve our approach to accessibility to help create an inclusive experience for all customers."
The banking industry has promoted shared "hubs" as alternatives when the last branch in an area closes, but campaigners argue this fails to address the fundamental accessibility issues highlighted in the Which? research.
